87%

customer contact satisfaction

OUI.sncf is the official European distribution channel of the French national railway company (SNCF) and the leading French e-commerce site by volume of targeted transactions. They sold 100 million tickets in 2017 and welcomed 15 million individual visitors per month.

The challenge

Reliability and flexibility are essential to OUI.sncf’s service, and that must include its customer contact solution. Customers need to be able to resolve queries about travel plans quickly and efficiently, and through any channel. Transaction volumes are always high, but at times up to 40 tickets are sold per second. It is essential that OUI.sncf’s customer contact solution is able to scale to meet these peaks.

The solution

Odigo has formed a close partnership with OUI.sncf to help develop continuously evolving solutions to their unique contact center needs. OUI.sncf’s ambition is to transform from a purely transactional customers relationship model to a relational model. Odigo’s expertise and capabilities are making this change possible, while maintaining and building on high customer contact satisfaction levels.

Trials with Odigo’s AI and natural language solutions are helping OUI.sncf create a highly flexible, hybrid contact center solution with front-line automation that gives human agents the time to concentrate on more demanding requests.

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Malakoff Médéric Humanis

Mr.Bricolage