Consum optimizes its telephone customer service.

Consum has signed an agreement with technology firm Ikusi, specialized in digitalization and cybersecurity, to manage the maintenance of its voice platform to improve customer service.

The cooperative’s voice platform, which Ikusi will be managing, handles both incoming and outgoing calls. This new agreement will allow Consum to analyze the management of the telephone customer service to continue to improve the experience it offers.

Under the three-year agreement, Ikusi will be responsible for the maintenance of the Cisco Call Manager and Contact Center Express, also based on Cisco technology, from which Consum provides service to more than 1,000 extensions and its 900 call center.

Ikusi has also been chosen by the cooperative, headed by Juan Luis Durich, to carry out maintenance on its local area network (LAN).
“This project will allow us to support Consum in its daily objective to improve its customer service by having information and statistics about its calls”, says Javier Aguilera, general director of Ikusi Spain.