Case Study: Vidéofutur automates incoming calls and reduces support costs with Reecall

Automate incoming calls and reduce support costs The Videofutur case

Vidéofutur, part of the VITIS group and a fiber optic virtual network operator, needed a better way to inform customers in real time during network incidents while keeping support costs under control. The company wanted to personalize inbound call messages based on each caller’s location and the status of the network, using tools like Zendesk and Aircall.

Reecall was implemented as the virtual agent to handle incoming calls, qualify requests, and deflect calls away from human agents. By connecting Zendesk data and the FAQ to Reecall, Vidéofutur could automatically deliver localized outage information and relevant answers to callers, improving customer service responsiveness and reducing the load on support teams.

Vidéofutur

Aurélien Coutreau

Customer Service Manager