SUCCESS STORY: BOUYGUES TELECOM Uniting digital customer journeys Bouygues Telecom turns customer experience into an art form Bouygues Telecom is a major player in the French digital communications market. With Genesys as its trusted partner, the company has been at the forefront of customer experience innovation for the last 20 years — dreaming up amazing mobile, internet and TV service offerings. Customer care at Bouygues Telecom is powered by a Genesys omnichannel contact center with 4,500 agents across 15 locations working as a single team. They efficiently manage up to 400,000 daily contacts, including inbound calls, email, self-service, and outbound voice and web callbacks. Workloads are highly automated; all tasks are arranged in a single queue, continually reprioritiz

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