Case Study: Proximus achieves 5% efficiency gain and improved customer experience with Genesys Workload Management

Proximus lifts efficiency and optimizes service business

Proximus, Belgium’s largest mobile telecom and quad-play provider, handles some 20 million customer interactions a year across more than 15 channels with about 3,000 contact center agents. Its back office was a bottleneck: supervisors spent up to 90 minutes daily on manual task allocation, there was no way to prioritize or track workloads across fragmented business lines, and first-contact resolution and service predictability lagged.

Proximus deployed the Genesys Customer Experience Platform with Workload Management and a universal queue to automatically route tasks by skill and SLA, supported by Genesys Professional Services and phased pilots. Within months they achieved a 5% rise in agent efficiency, a 50% improvement in fairness of work distribution, and are on track for a 15% increase in first-contact resolution, while complaint handling and coaching time for supervisors have significantly improved.

Proximus

Suzanne Schoningh

Operations Project Manager