Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.
But despite its decades of growth, the company’s contact center capabilities lagged. Call centers were in nearly every one of its 29 countries, and most were outsourced. Agents often had to choose between taking inbound calls in response to TV campaigns and making outbound calls to schedule in-shop appointments. Amplifon turned to NICE inContact in 2018 for an integrated cloud solution, and time was of the essence.
When you access our webinar, Future-Proofed in 3 Months! How Amplifon Increased Customer Penetration and Boosted Revenues, you’ll hear about what came next. Sandra Splendorio, Amplifon’t Retail Experience Manager, describes the exciting details of what came next: a fully integrated, complex implementation, including automation of processes and complete visibility into data across the systems—in less than three months!
In this webinar, you’ll gain insights into the benefits, challenges , tools and best practices associated with going live in your own environment.