Customer Story Lavazza Pro

Transforming the contact center with imiengage

Background

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 products to workplaces across the globe. 

Lavazza Pro was faced with an outdated, inflexible, and expensive contact center solution, which prevented it from providing customers the interactions the company wanted to deliver. Due to contractual commitments, they needed to replace their legacy contact center solution across multiple territories within a matter of weeks. 

How did we help?

Lavazza selected imiengage, a solution that would offer immediate modernization benefits and help establish a roadmap for further developments in the future. 

imiengage quickly replaced their legacy system across multiple regions, handling inbound and outbound calls, call recording, full IVR capabilities, and simplified reporting. When COVID-19 swept across the globe, they were able to rapidly enable remote working and maintain quality of service. The capabilities of imiengage have helped them to increase productivity and reduce costs. For example, both inbound and outbound call efficiency has grown substantially due to the system's speed and ease of dialing, resulting in a 20% increase in call targets for the telemarketing team. 

This is just the first step on a progressive journey, with Lavazza Pro planning to integrate imiengage with Salesforce, launch webchat, deploy integrated call campaigns, and utilize AI-assisted chatbots. 

Customer Success Story See the full impact

imiengage enabled Lavazza Pro to rapidly adapt to the demands of the COVID-19 pandemic and improve the quality of customer interactions.

“We were very outdated when it came to the systems we were running, and remote working was never an option. We switched to imiengage at the right time. We can now provide every user 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

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