Case Study: Telegate AG achieves a cost-efficient, modern omnichannel contact center with Genesys

Telegate uses advanced technology to become a service provider of the future

telegate AG, Germany’s second-largest regional advertising and telephone directory assistance provider, serves about one million consumers daily through online directories, apps and software. As internet-based services eroded revenues from its legacy TDM telephone business, telegate faced double-digit declines and needed to modernize its “analog” contact center and business model for a digital future.

telegate migrated to an Ericsson IMS and Genesys SIP-based contact center and deployed the Genesys Customer Experience Platform, integrating with Siebel CRM to enable multichannel routing, flexible billing (including seamless transfers to premium hotlines) and cloud-ready operations. The modernization improved routing and cost efficiency, unlocked new revenue models and faster digital innovation, positioning telegate to expand omnichannel services and scale future offerings.

Telegate

Michael Geiger

Vice President Technology