Case Study: Swisscom achieves a 125,000-hour annual workload reduction and boosts customer service productivity with Genesys

Swisscom improves productivity while helping customers more quickly with innovative self-service app

Swisscom, Switzerland’s largest telecom provider, faced an outdated phone-contact experience where customers were forced out of mobile apps into IVR loops, re-authentication and long menus. The company needed to integrate mobile apps with contact-center processes and support interactions across mobile, chat, click-to-call and online channels to deliver a smoother, more efficient service.

Using Genesys Digital Channels, Swisscom launched the My Swisscom app with a graphic in-app IVR, pre-qualified contact routing, targeted self-service and chat/click-to-call options plus wait-time notifications. The result: 7% fewer IVR reroutes to agents, mobile chats with 15% shorter average handling time, a 4+ App Store rating and thousands of downloads, and up to 125,000 work hours saved annually—boosting contact-center productivity without impacting service quality.

Swisscom

Vanna Breda

Head of Interaction Experience & Innovation Topics