Case Study: ConTe.it achieves rapid home-working setup, improved response times and €150,000 savings with Genesys Cloud CX

ConTe.it - Customer Case Study

ConTe.it, the Italian arm of Admiral Group, is a car insurer serving a large customer base from a legacy mix of on‑premises contact center systems. Faced with siloed technology, limited inbound/outbound integration and the need to accelerate an omnichannel digital vision—urgent after an early COVID‑19 lockdown—the company needed a unified, agile contact center solution.

ConTe.it implemented Genesys Cloud CX, integrating it with Guidewire to give advisors instant access to customer data and enable blended inbound/outbound work. The move put 150 advisors into home working in two days, drove a 4% improvement in resource utilization (with anticipated savings of €150,000), improved response times by about 5%, and set the stage for rapid rollout of chat, social channels and other digital capabilities.

ConTe.it

Antonio Bagetta

CEO