Case Study: Swisscom improves customer experience with Genesys

Swisscom reduces average handling time by 3% with Genesys

Swisscom, Switzerland's leading telecom and IT service provider, faced the challenge of improving customer experience by optimizing call routing and integrating modern messaging channels. They partnered with vendor Genesys to test its Predictive Routing solution against specific KPIs and to develop a blended messaging model that included WhatsApp and Apple Business Chat.

The solution implemented by Genesys involved a pilot of its AI-powered Predictive Routing, which matched customers with the best-performing agents in a fraction of a second. Genesys also provided a Bot Gateway to integrate a conversational chatbot service. This resulted in a 3% reduction in average handling time, a 5% uplift in first-contact resolution, and the successful handling of 20,000 monthly messaging enquiries. Genesys helped Swisscom elevate customer centricity through these innovations.

Swisscom