Case Study: CNED achieves agility, resilience and a 10% service quality gain with Vocalcom Hermes Cloud

CNED Bringing together agility and resilience to guarantee the best service levels

CNED, France’s national distance-learning provider, operates a 55-agent contact center handling roughly 400,000 inbound calls in 2020 and about 30,000 outbound contacts per year. Faced with extreme seasonality (40% of calls between September and November), a 30% surge in demand during the COVID‑19 lockdown, and the need to guarantee teaching continuity, CNED adopted the Vocalcom Hermes Cloud contact center solution in 2019 to increase agility and resilience.

Using Vocalcom Hermes Cloud, CNED and its external outsourcer gained real-time flow management, autonomous IVR personalization, CRM integration (Coheris) and click-to-dial outbound campaigns, enabling rapid adjustments and remote working. As a result, Vocalcom helped CNED improve service quality by 10% and customer satisfaction by 10 points, sustain service quality at about 90% off‑peak and 80% during peaks, and effectively absorb increased call volumes.

CNED

Julie Hébras

Director of Customer Knowledge and Customer Relations