Case Study: Swisscom achieves major growth and a +18-point NPS with Teneo Conversational IVR

Switzerland’s largest domestic telecommunication and TV provider achieves major growth with Teneo Conversational IVR

Swisscom, Switzerland’s largest domestic telecommunications and TV provider, was handling over 10 million customer requests a year and struggling with long wait times, unresolved issues, and the complexity of serving customers in German, Italian, French and English. To modernize its contact center and improve customer experience, Swisscom partnered with Teneo to deploy Teneo Conversational IVR as the first point of contact across channels.

Teneo implemented a scalable, multilingual Conversational IVR integrated with Swisscom’s systems to enable natural, continuous voice self-service and efficient handover to agents for complex cases. The Teneo solution now supports more than 9 million calls per year in four languages and delivered a measurable +18-point increase in transactional NPS, reducing contact center load and speeding issue resolution.

Swisscom

Christoph Aeschlimann

Chief Executive Officer