Case study

Lavazza Pro

Transforming the contact center with imiengage

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A timely solution for a changing world

Founded in Turin in 1895, Lavazza is one of the biggest names in coffee worldwide. One arm of the company, Lavazza Pro, provides café-style drinks, vending machines, and a wide selection of fresh food and snack products to workplaces across the globe.

Learn about Lavazza’s multi-regional implementation of imiengage, replacing a legacy contact center legacy solution, helping to rapidly adapt to the demands of the COVID-19 pandemic, improve inbound and outbound call efficiency, and equip the team with new training capabilities to improve the quality of customer interactions.

“With imiengage we can now provide every agent in every department with the option of remote working. We simply wouldn’t be running the way we are now without that.” - Alice Nicoll, Customer Service Team Leader, Lavazza Pro

  • imiengage enabled remote working and provided visibility into global operations during the pandemic
  • Deploying imiengage has resulted in a 20% increase in call targets
  • Lavazza Pro is now planning to integrate imiengage with Salesforce, use webchat, deploy integrated call campaigns, and utilize AI-assisted chatbots