Case Study: ER-Telecom achieves 400% digital channel growth and 20% cost savings with Genesys

ER-Telecom digital contact center innovation drastically improves agent performance and drives customer satisfaction

ER‑Telecom, a leading Russian telecom serving 566 cities with landline, broadband and cable TV services, faced a shift of customers from voice to digital channels and rising costs and poor performance in its digital contact center—digital request resolution was 1.5× more expensive than voice and agents could not efficiently handle multiple digital interactions. The company needed an omnichannel solution to improve customer experience, increase agent productivity, and reduce digital service costs.

ER‑Telecom selected and integrated the Genesys PureEngage platform with its CRM to provide a unified agent desktop, multichannel routing and analytics, and to launch web chat, email, forms, messengers (Viber) and social media. The rollout boosted digital channel use by 400%, increased simultaneous requests per agent by 85% (to four), doubled requests handled per shift, cut digital resolution costs by 20%, and measurably improved agent performance and customer satisfaction.

ER-Telecom

Evgeny Chugaev

Head of B2B Product Development