Case Study: Canal+ achieves greater customer service flexibility and efficiency with Genesys

Media Giant Increases Customer Service Flexibility and Efficiency

Canal+, the Vivendi-owned French premium pay TV group with more than 11 million subscribers, faced the challenge of modernizing a mix of internal and outsourced contact centers to handle roughly 30 million customer interactions a year. The company needed to boost agent productivity and flexibility, improve service across phone, mail and digital channels, and cut operating costs while managing seasonal and technical routing complexities.

Canal+ implemented the Genesys Customer Experience Platform with SIP-based contact center virtualization, a single-agent desktop, Workload Management, automated mail workflows and callback/digital routing. The unified solution delivered an 18-month ROI, automated about 75% of postal items, cut postal handling costs by 40%, reduced postal response time to 90% within three days (vs seven), increased agent productivity 5–10%, and scaled digital interactions substantially.

Canal+

Frédéric Gonin

Head of Customer Relationship Digitalization, Canal+ Group