Case Study: Vidéotron achieves centralized multichannel customer engagement and improved agent efficiency with Genesys

Canadian Communications Innovator Consolidates to One Centralized System for Multi-Channel Customer Interaction

Vidéotron, Quebec’s leading telecommunications company, operates 4,800 agents across 27 sites handling millions of calls, chats and emails each year. As their legacy ACD and IVR systems became inadequate for complex, multichannel interactions, they needed a single-vendor, SIP-enabled solution that would centralize business rules, integrate with Cisco phones, support role-based access and multi-tenancy, and provide proactive monitoring and support.

Vidéotron implemented the Genesys Customer Experience Platform (SIP ACD, inbound/outbound routing, Digital Engagement, Workspace) with Premium Care and partner-enabled callback functionality. The new centralized system enabled unified routing across channels, improved agent efficiency and noticeably reduced transfer errors, while delivering a scalable, secure multitenant environment and ongoing proactive support.

Vidéotron

Martin Marois

Senior Manager, IT for Contact Center Technologies