Case Study: velcom | A1 achieves agile, customer-prioritized routing and reduced IT reliance with Genesys

Replacing legacy technology to prioritize high-value customers, adjust rapidly to changing conditions and reduce reliance on IT

A1, Austria’s largest telecom operator, struggled with legacy contact‑center technology that made it hard to react to changing workloads, prioritize high‑value interactions and required heavy dependence on IT. Their queue- and skills‑based routing was static and unwieldy—A1 managed as many as 600 skills and needed IT to implement routine changes.

Working with partner Tieto, A1 deployed the Genesys Customer Experience Platform and business rules to create a single, continuously reprioritized queue and a drag‑and‑drop rules editor. The new routing reduced skills to about 50, let business users make IVR and routing changes in minutes (updating IVRs four times faster), cut IT reliance, increased agent productivity and operational efficiency, and improved customer experience through better prioritization and fewer handling errors.

velcom | A1

Franz Ott

Business System Analyst