Consum optimizes its telephone customer service

Ikusi will take over the maintenance of Consum’s corporate voice platform, which manages incoming and outgoing calls for the cooperative.

Consum: technology to enhance customer experience

Consum has signed an agreement with technology company Ikusi to manage the maintenance of its voice platform in order to improve customer service.

Ikusi will maintain the cooperative’s corporate voice platform, which handles all inbound and outbound calls. This will allow Consum to analyze its telephone customer service operations and continue improving the experience it offers.

“This project allows us to support Consum in its daily mission to improve customer service by providing access to data and call statistics,”

Under the three-year agreement, Ikusi will maintain the Cisco Call Manager and Contact Center Express systems—also Cisco technologies—through which Consum provides service to more than 1,000 extensions and its 900 call center.

Ikusi was also chosen to maintain Consum’s local area network (LAN).

“This project allows us to support Consum in its daily mission to improve customer service by providing access to data and call statistics,” says Javier Aguilera, General Director of Ikusi Spain.

Consum is the largest cooperative in Spain, with 977 supermarkets (including both company-owned and Charter franchises) across Catalonia, the Valencian Community, the Region of Murcia, Castilla-La Mancha, Andalusia, and Aragon. With over 4.9 million member-customers and 21,869 employees, Consum is the only retail company certified as a Family-Responsible Company (Efr).