Case Study: Eircom achieves seamless self-service and 20% operational cost savings with Genesys Customer Experience Platform

Eircom consolidates its contact centre for seamless self-service and right-first-time agent routing

Eircom, Ireland’s largest integrated telecommunications provider (covering roughly half the fixed-line market and offering fibre broadband, mobile brands and eVision TV), faced fragmented contact-centre technologies after evolving from a state-owned business to a quad-play operator. Its legacy IVR was unwieldy—causing long waits and costly menu changes—so the company needed to consolidate contact centres, integrate IVR with CRM, unify inbound/outbound voice and email channels, and optimize workforce capacity ahead of new service launches.

Eircom implemented the Genesys Customer Experience Platform (with Proactive Communications, Continuous Workforce Optimization and SpeechStorm-powered voice applications) to link IVR with CRM, personalize interactions and route customers right-first-time across all channels. Within 12 months IVR customer satisfaction rose 7%, operational costs fell 20% from email integration, monthly NPS climbed from 5.5 to 5.9 (with a 7.0 target), self-service savings exceed €1.2M annually, and manual email triage and staffing flexibility were significantly improved.

Eircom

John Lush

Head of Customer