The constant increase in the volumes of credit cards in recent years has meant that customers have a need for faster service and more accessibility to information. This trend has made it necessary for CartaSI to ensure high-quality customer service and therefore strengthen its own contact centre structure.

CartaSI currently has three contact centres, one in Milan, with 70 operators and two in Rome, where approximately 150 agents operate. The centres run on a 24-hour basis seven days a week and manage the 16 million calls they receive each year. The Genesys IPCC enables agents to satisfy first time callers' enquiries in 97.5 per cent of cases and provide the necessary information within 20 seconds in 87 per cent of calls.

"Genesys has been working with CartaSI since 1999, two years after their first contact centre was launched in Milan, initially providing our Inbound and Outbound customer service solutions. The inauguration of the contact centre in Rome meant that CartaSI needed to manage remote workstations. This highlighted the need to implement solutions capable of limiting the costs of technological and connection infrastructures between the different operating centres," explained Mr. Agostino Bertoldi - Country Manager, Genesys Telecommunications Laboratories, Inc.

After a detailed analysis of the available solutions, CartaSI decided to implement Genesys IPCC to manage the system in a centralised and complete manner. In fact, the Genesys IPCC solution enabled the management capabilities of multi-channel interactions to be extended to the convergence of voice and data networks. The solution provides seamless integration with traditional telephony systems, ensuring an advantageous scheme to migrate to an open IP environment, based on the real operational needs of companies.

"We have been able to extend our contact centre rapidly and without problems thanks to the functionalities and the flexibility of Genesys IPCC, and this is demonstrated by the fact that the second contact centre in Rome has become operational in only two months," commented Mr. Luca Bellati, Manager CRM & Contact Centre Solutions, CartaSI.

"Genesys has proven to be a reliable and cutting-edge partner in leveraging the Internet Protocol (IP). We want to achieve a better understanding of the needs of our customers and we believe that the solutions provided by Genesys can offer the flexibility and competitive edge necessary to optimise the relationships with the users and to develop new expertise," Mr. Bellati added.