Case Study: ZON (Portugal’s leading Triple Play operator) achieves scalable, resilient virtual customer service with Genesys

ZON Improves Customer Experience with Genesys Solutions for Virtual Customer Service

ZON, Portugal’s largest Triple Play operator with about 1.6 million subscribers, was spun off from Portugal Telecom and needed to rapidly replace inherited contact‑center systems. The company required a standardized, scalable IP‑based virtual contact center that integrated with Siebel CRM, improved IVR and self‑service, delivered real‑time KPI reporting and reduced handling times — all on a tight timeline.

ZON deployed Genesys Virtual Customer Service (with GVP, CCPulse, Gplus and integrations to Siebel, NICE recording and Hyperion) over an Alcatel‑Lucent IP network, rolling out to eight sites to support 2,000 inbound agents (≈50,000 calls/day) plus 400 outbound agents. A mirrored two‑data‑center architecture provides resilience and centralized routing to the next skilled agent, while IVR, self‑service and real‑time reporting enable faster rollouts (e.g., 1,000 users in a month), standardized operations, reduced handling times and efficient capacity planning (each data center sized for ~75% of peak).

ZON

Fernando Fonseca

Customer Care Technical Manager, Zon