Case Study: CNED improves service quality for high-volume inbound calls with Vocalcom Hermes 360

CNED maintains 90% service quality with Vocalcom

CNED, a public organization and key player for remote teaching in France, faced the challenge of handling high volumes of inbound calls with strong seasonality while striving to improve its customer service quality. To achieve greater agility and strengthen the personalization of its support, CNED partnered with vendor Vocalcom to address these needs.

Vocalcom implemented its Hermes 360 Cloud Contact Center Solution, which provided CNED with autonomy in configuration, real-time flow management, and rich activity statistics. The solution enabled the customer service center's 55 agents to manage 400,000 inbound calls per year effectively. This resulted in a measurable service quality of 90% during off-peak months and 80% during activity peaks.

CNED