UGC, Customer loyalty through the contact center

Introduction: At ViaDialog, our mission is to provide innovative and effective solutions to enhance the customer experience. We had the pleasure of collaborating with UGC, the French leader in production, distribution, and film exploitation, to transform their contact center and optimize their interactions with their customers.

Challenge: UGC faced significant challenges regarding the management of their customer interactions. Their old outsourced contact center system could no longer meet the growing needs of their clients, resulting in prolonged response times and declining customer satisfaction. According to Francis Barbier, Customer Relations Director at UGC, outsourcing did not allow for optimal control of execution quality and productivity.

Solution: As a CCaaS (Contact Center as a Service) solutions provider, ViaDialog offered an integrated and flexible solution to meet UGC's specific needs. Our platform enabled the centralization and simplification of communication management by integrating various channels such as voice, chat, email, and social media. The Viacall and Viacontact solutions were implemented to provide a scalable and flexible system, at competitive prices.

Implementation: Our team of experts worked closely with UGC to ensure a seamless implementation. We provided comprehensive training for their teams and offered ongoing support to ensure that the system was used to its full potential. In March 2006, UGC's contact center was fully internalized.

Results: Thanks to our solution, UGC observed significant improvements:

Telephone availability increased from less than 50% to 97%.
Optimized call management with the implementation of a virtual ACD.
Better qualitative monitoring thanks to the recording of phone conversations.

Conclusion: Collaboration with ViaDialog allowed UGC to transform their contact center into a modern and efficient platform, capable of meeting the high expectations of their customers. We are proud of this achievement and are committed to continuing to provide innovative solutions to help our clients achieve their goals.