How Swisscom is achieving major growth with Teneo
Swisscom has built and developed a range of Conversational voice solutions and chatbots to drive digital engagement, increase sales, reduce costs and improve customer satisfaction. Their Teneo-built solution is at the forefront of Swisscom's contact center and is the first point of contact a customer has with the business across four languages.
The Challenge
Swisscom is one of the most innovative and sustainable telecommunication organizations based in Switzerland. The organization places customer service at the forefront of its operations and invests in technology and a wide range of initiatives in order to deliver industry-leading standards of care.
In 2020, Swisscom received over 10 million customer requests per year. The volume of calls to the company’s contact center placed a significant amount of stress and required major resources to
manage and maintain customer satisfaction.
Long wait times and unresolved issues were impacting Swisscom customers, which was having a negative influence on customer satisfaction rates and customer churn. Furthermore, as enterpriselevel telecommunication businesses have demonstrated, customer service is one of the most important selling points to attract new customers. Swisscom wanted to make a clear statement that it was
a leader in this area, however, it did not have a clear path to achieving this goal.
Switzerland is a multilingual country with a heavy international presence. Therefore, any Conversational solution needed to be delivered in four languages: English, French, Italian and German.
To handle the vast number of customer requests that are carried out over multiple channels, Swisscom looked for omnichannel and integrated solutions.
The company also faced specific demographic challenges to provide the perfect conversational experience. Switzerland is a multilingual country with a heavy international presence. Therefore, any Conversational solution needed to be delivered in four languages:
English, French, Italian and German. To handle the vast number of customer requests that are carried out over multiple channels, Swisscom looked for omnichannel and integrated solutions.
Additionally, the company wanted an on-premise solution that complied with its high security standards. A further feature that was required was to be able to reuse existing solutions in new use cases, where there would be no need to build up a fully-fledged environment for every new use case.
The Results
New products, new services, new opportunities to scale
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Net Promoter Score (NPS) increase of +18 points
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9 million calls per year supported by the Teneo built CAI solution
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Solution covers four languages: German, Italian, French and English