Case Study: Telekom Romania achieves 7% higher agent productivity and 5% improved first-call resolution with Genesys

Telekom Romania gets innovation advantage

Telekom Romania, formed from the merger of Romtelecom and Cosmote, faced intense price pressure that was driving down per-user revenue. To differentiate on quality rather than price, the company set out to transform its contact center and deliver state-of-the-art, innovation-driven customer care.

Working with INTRAROM, Telekom deployed the Genesys platform—adding workforce planning, reporting and analytics, multichannel engagement (SIP inbound, email), notification center and Siebel adaptors—enabling smarter routing, predictive dialing and better license allocation. The upgrade improved first-call resolution by 5%, increased agent productivity by 7% and lifted outbound contact rates by 12%, while reducing costs and positioning the company to expand into more digital channels.

Telekom Romania

Mihai Barbut

Director of Customer Service