Case Study: SFR achieves higher retention and telesales performance with Vocalcom Hermes Cloud Solution

How to maximize the results of your retention and telesales campaigns

SFR, a leading telecommunications operator in France, needed to improve customer retention and telesales performance in a highly competitive market shaped by fiber and 5G expansion. To manage hundreds of outbound campaigns each year across multiple outsourcer sites, the company relied on Vocalcom and its Hermes cloud contact center solution to support voice-based customer relationship management.

Vocalcom implemented the Hermes Cloud Solution across more than 1,000 agent positions, providing a standardized cloud platform with predictive outbound dialing, flexible campaign management, real-time supervision, and call recording. The result was improved campaign efficiency and a transformation rate that rose to 80–85%, while SFR handled between 1 and 5 million outbound calls per month across more than 100 campaigns annually.

SFR