Case Study: Magenta Telekom improves customer service efficiency with Genesys Cloud CX

Magenta Telekom reduces hold times and repeat calls with Genesys Cloud

Magenta Telekom, a leading telecommunications provider in Austria, faced the challenge of modernizing its contact center infrastructure. Its complex, multi-vendor technology stack hindered innovation and operational efficiency, making it difficult to balance customer preference for voice with growing demand for digital channels. To maintain its market-leading service quality, the company turned to vendor Genesys for a solution using the Genesys Cloud CX® platform.

By implementing the Genesys Cloud platform, Magenta Telekom integrated it with Salesforce to streamline agent workflows and introduced dynamic, skills-based routing. The solution from Genesys resulted in a notable decrease in customer hold times and repeat calls. It also enabled more personalized and shorter sales interactions, optimized agent utilization, and contributed to the company's broader sustainability goals.

Magenta Telekom