BBGR - Essilor: an integrated Salesforce-Diabolocom solution for "high-precision" customer relations

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Thanks to the integration of Diabolocom with Salesforce, BBGR - Essilor is implementing high-quality call distribution strategies

Challenges

  • Support business transformation into branches
  • Intelligent inbound routing based on CRM data and telephony cross referencing

Key figures

  • 100 agents on 5 sites in France
  • 3 million minutes of communication per year on average
  • 3000 average daily calls
  • 2/3 inbound calls - 1/3 outbound calls

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