Case Study

[SFR] Combining agility and flexibility for tailor-made customer service

Industry: Telecommunications - Solution: Vocalcom Hermes - Use case: Telesales, Customer Retention

SFR is ranked second among telecommunication operators in France. While fiber optic and 5G deployments are making the market more dynamic, the competition is fierce. To optimize their customer retention and telesales campaigns, managed by several outsourcer partners, SFR chose the Vocalcom Hermes cloud contact center solution.

About SFR

Country: France
Activity: Telecommunication Operator
Key Figures:

1000+ agents across 8 sites
Between 1 and 5 million outbound calls per month
100+ campaigns per year

« With the flexibility of the Vocalcom solution, we can be more reactive and adapt our campaigns in a short timeframe according to our competitors’ offers, allowing us to always remain agile. »

Étienne de Tournemire, Technical Director of General Public Customer Service at SFR

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