The key competence of Swisscom Business Customers is the digitalization of companies, IT infrastructure and cloud services, integrated communication solutions, workplace and mobility solutions, the digitalization of business processes and comprehensive services for banks and their digital banking. Swisscom supports its customers in the digital transformation and offers a comprehensive portfolio of digital solutions. Together with its business customers, Swisscom develops new business models in the digital world, optimizes existing business processes, shapes the modern working world and creates new customer experiences.
With around 5,000 employees, Swisscom Business Customers serves around 6,000 customers in Switzerland. Swisscom also supports globally active companies based in Switzerland with its services abroad.
Customer authentication in the IVR – Raiffeisen Schweiz Genossenschaft
Customers have to authenticate themselves when talking to the service center agent by answering security questions. This interrupts the flow of the conversation, extends the duration of the call and is perceived as pain point by customers.
Authentication by using voice biometrics – Zürcher Kantonalbank
Customers are automatically identified and authenticated when talking to employees in the service center by using passive voice biometrics from Spitch.
WebChat with the Genesys Engagement Center – Zürcher Kantonalbank
ZKB has introduced a conversational platform with chat, co-browsing and a knowledge base for customers and contact center employees, which is suitable for further expansion with an AI-based ChatBot. For this purpose, the existing Genesys engagement platform was extended with the WebChat, Co-Browsing and Knowledge Center modules.
24/7 piket support with wake-up call for medical staff – Swica
An innovative 24/7 piket support system improves the availability of doctors and nursing staff, even during their rest periods. Automatic wake-up calls and call-backs ensure that urgent calls do not stay unanswered. Integration with the CRM system and the use of Genesys metadata creates detailed reports and ensures efficient workflows. This solution optimises emergency response and increases efficiency in healthcare.
Implementation of a digital citizen platform for the city of Geneva – Ville de Genéve
Implementation of a digital citizen platform for the City of Geneva based on ServiceNow for the areas of sport, social affairs and culture. This project is part of a larger initiative with the aim of digitising as many citizen contacts as possible with ServiceNow and thus making them faster, simpler and more transparent.
Voicebot as concierge
Virtual concierge optimises routing and increases customer satisfaction – Swiss financial services provider
A Swiss financial services provider has implemented an intelligent voicebot that acts as a virtual concierge to optimise routing in the customer service centre. The voicebot understands High German, Swiss German and French, enabling it to efficiently forward calls. This innovation reduces waiting times and significantly increases customer satisfaction.
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The Swiss Post: On the way to a future-proof IT infrastructure
The Swiss Post Ltd, a leading company in the postal and logistics services sector, is at a decisive turning point. In the face of constantly advancing digitalisation, the company is striving to future-proof its IT infrastructure and further improve the quality of its services.