Case Study: Telecom Italia achieves 6% productivity gain and 75% fewer unresolved customer issues with Genesys

Business process automation creates new value for Telecom Italia

Telecom Italia, including its TIM subsidiary, is Italy’s largest voice and broadband provider and handles more than 13 million calls a year through its Enterprise Caring Services, with roughly 2,800 internal and 1,000 outsourced agents. The company needed to make complex, multi-step back-office operations as efficient and time-sensitive as front-office work while improving the quality of customer interactions and ensuring strict privacy compliance.

Telecom Italia deployed Genesys solutions—Enterprise Workload Management, Workforce Planning, Inbound Voice and Digital Engagement—to route tasks to the right skilled agents, streamline workflows and support multi-channel handling. The result: better control and faster outcomes, 6% productivity improvement, 75% fewer unresolved customer issues (from 8% to 2%), high agent adoption and satisfaction, and a measurable lift in customer experience.

Telecom Italia

Paolo Chiozza

Director, Enterprise Caring Services