{"id":49444,"date":"2018-01-31T10:59:23","date_gmt":"2018-01-31T18:59:23","guid":{"rendered":"\/us\/en\/blog\/video-bouygues-telecom-digital-customer-care\/"},"modified":"2025-09-21T21:36:00","modified_gmt":"2025-09-22T04:36:00","slug":"video-bouygues-telecom-digital-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/video-bouygues-telecom-digital-customer-care\/","title":{"rendered":"Video: Bouygues Telecom\u2019s premium Digital Customer Care"},"content":{"rendered":"<div>\n<p>Since its creation, <b>Bouygues Telecom<\/b> develops offers to bring digital revolution to everyone. Its strategy is driven by the will to intensify its customers\u2019 digital usages. Its <b>3500 customer advisers<\/b> are all held towards the objective of satisfying customers\u2019 needs, by building a human, warm and attuned relationship.<\/p>\n<p>Since 2011, Bouygues Telecom has been working with RingCentral Engage to develop its digital customer care. <b>Emmanuel Gay<\/b>, Community Customer Care manager, and <b>Leila Faize<\/b>, Customer adviser, introduce this collaboration\u2019s steps and how this platform helps them optimize their customer care.<\/p>\n<p class=\"text-align-center\"><b>&#8211; ENGLISH SUBTITLES AVAILABLE &#8211;\u00a0<\/b><\/p>\n<p class=\"text-align-center\"><iframe src=\"https:\/\/www.youtube.com\/embed\/Woayu_93aco\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h2>The importance of Customer Care for Bouygues Telecom<\/h2>\n<p>For a telecom operator, customer care is an essential axis of differentiation and criteria of choice. For Bouygues Telecom it is a historical \u00a0and strategic pillar: the operator as alays considered its customer care quality as a priority. This customer culture is concretized by the hashtag \u201c<b>#OurCustomersFirst<\/b>\u201d, guiding all activities and decisions of the company.<\/p>\n<p>Digital was the opportunity for Bouygues Telecom to showcase its customer care quality and match customers\u2019 expectations for more transparency, interactivity and authenticity.<\/p>\n<h2>The development of Digital Customer Care with RingCentral Engage<\/h2>\n<p>RingCentral Engage\u00a0is a long term and trusted partner of Bouygues Telecom, with whom it started and made evolve its digital customer care. First, a peer support community allowed Bouygues Telecom to adapt to customer journey evolutions. To motivate and value contributors, a gamification system has been integrated into the platform.<\/p>\n<p>Bouygues Telecom has also integrated Facebook and Twitter into the platform to answer enquiries from these channels quickly.<\/p>\n<blockquote><p>On social media, our clients expect us to always answer better and faster.<\/p><\/blockquote>\n<p><b>Emmanuel Gay, Community Customer Care manager at Bouygues Telecom<\/b><\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Bouygues%20Telecom%20-%20Dimelo%20-%20vide%CC%81o.png\" alt=\"Bouygues Telecom - vid\u00e9o\" width=\"795\" height=\"468\" data-entity-type=\"file\" data-entity-uuid=\"a3286e92-93d1-43d7-a4ad-d1f2d2a93e01\" \/><\/p>\n<p>The platform allows advisers to answer customer enquiries efficiently by centralizing the management of digital channels. Very easy-to-use, the solution keeps the playful and effervescent character of social media. Advisers can treat up to 3 enquiries simultaneously, allowing to optimize their activity. Features such as reply assistant and native integration of channels specificities (for example, Twitter\u2019s character limit) allow advisors to answer more efficiently. Today, these benefits allow Bouygues Telecom to answer <b>within 1 hour on Facebook and Twitter.<\/b><\/p>\n<div class=\"quoter\">We can keep the specificities of Bouygues Telecom&#8217;s tone to keep a close relationship with our customers.<\/div>\n<p><b>Leila Faize, \u00a0Customer adviser at Bouygues Telecom<\/b><\/p>\n<p>The solution accompanies the operator in its objective to provide the most seamless, simple and enthusiastic possible experience.<\/p>\n<h2><\/h2>\n<h2 dir=\"ltr\"><b id=\"docs-internal-guid-a6e22dde-7076-8c60-5359-0bed73e9a514\">A tool meeting the monitoring and piloting challenges<\/b><\/h2>\n<p>With RingCentral Engage, Bouygues Telecom found a tool oriented towards performance and answering challenges of efficiency, reporting and piloting. It enables a local monitoring as close as possible to the customer service teams. For example, it is possible to monitor the activity in real time and identify the topics of enquiries. Depending on their level of urgency, they can then be prioritized.<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Bouygues%20Telecom%20-%20Dimelo.png\" alt=\"Bouygues Telecom - KPIs\" width=\"788\" height=\"422\" data-entity-type=\"file\" data-entity-uuid=\"a7fa9411-7dc4-473b-9ca0-db125ec860cb\" \/><\/p>\n<p>The tool also enables a view of global KPIs monitored by directions teams, such as customer satisfaction and average response time.<\/p>\n<blockquote>\n<div class=\"quoter\">RingCentral Engage provides a monitoring which can meet the global KPI\u2019s challenges monitored by our Direction team and a a local monitoring at the closest of our customer advisers and team leaders<\/div>\n<\/blockquote>\n<p><b>Emmanuel Gay, Community Customer Care manager at Bouygues Telecom<\/b><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Since its creation, Bouygues Telecom develops offers to bring digital revolution to everyone. Its strategy is driven by the will to intensify its customers\u2019 digital usages. Its 3500 customer advisers are all held towards the objective of satisfying customers\u2019 needs, by building a human, warm and attuned relationship. Since 2011, Bouygues Telecom has been working &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49445,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49444","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Video: Bouygues Telecom\u2019s premium Digital Customer Care | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Since its creation, Bouygues Telecom develops offers to bring digital revolution to everyone. Its strategy is driven by the will to intensify its\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/video-bouygues-telecom-digital-customer-care\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Video: Bouygues Telecom\u2019s premium Digital Customer Care\" \/>\n<meta property=\"og:description\" content=\"Since its creation, Bouygues Telecom develops offers to bring digital revolution to everyone. 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