{"id":18033,"date":"2025-06-16T13:06:36","date_gmt":"2025-06-16T13:06:36","guid":{"rendered":"https:\/\/www.ikusi.com\/caso-de-exito\/consum-optimiza-su-atencion-telefonica-2\/"},"modified":"2025-07-17T01:28:32","modified_gmt":"2025-07-17T01:28:32","slug":"consum-optimizes-its-telephone-customer-service","status":"publish","type":"caso-de-exito","link":"https:\/\/www.ikusi.com\/en\/success-stories\/consum-optimizes-its-telephone-customer-service\/","title":{"rendered":"Consum"},"content":{"rendered":"\n<section class=\"floater content_image_text_header_wrapper section_block paralax_parent trigger_parent bg_blanco block_frst_item marTop_ninguno marBot_grande\">\n\n    <!--<div class=\"spacer\" style=\"padding-top:0px\"><\/div>-->\n\n    \n    \n        <div class=\"content_image_text align_leftimg content_image_text_header\">\n\n            <div class=\"c_left\">\n                <div class=\"c_content trigger_child anim_bottom_opacity animation_group\">\n                    <h1>Consum optimizes its telephone customer service<\/h1>\n<p>Ikusi will take over the maintenance of Consum\u2019s corporate voice platform, which manages incoming and outgoing calls for the cooperative.<\/p>\n\n                                    <\/div>\n            <\/div>\n\n            <div class=\"c_right trigger_child animation_group anim_bottom_opacity anim_delay_1\">\n\n                \n                \n                \n                    <div class=\"img_wrapper \">\n                        <div class=\"img_changer_1 animation_group anim_left_opacity anim_delay_1\">\n                            <picture class=\"item_picture\"><source srcset=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_1-1000x657.jpg.webp\" alt=\"\" title=\"-CONSUM_1\" type=\"image\/webp\" ><source srcset=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_1-1000x657.jpg\" alt=\"\" title=\"-CONSUM_1\" ><img decoding=\"async\" width=\"\" height=\"\" src=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_1-1000x657.jpg\" alt=\"\" title=\"-CONSUM_1\"><\/picture>                        <\/div>\n                                            <\/div>\n\n                \n            <\/div>\n\n            \n        <\/div>\n\n    \n<\/section>\n\n\n\n\n\n<section class=\"floater section_block paralax_parent trigger_parent bg_blanco marTop_ninguno marBot_chico\">\n\n    <div class=\"spacer\" style=\"padding-top:px\"><\/div>\n\n    \n    <div class=\"content-center\">\n\n        <div class=\"content_cuadros_contexto\">\n\n            \n            <div class=\"gird_cuadros_contexto gutter_minSpace grid3 tgrid2 mgrid1 smgrid1 \">\n\n                \n                    <div class=\"box01 item_cuadro_contexto trigger_child anim_bottom_opacity animation_group anim_delay_0 \">\n\n                        \n                        <div class=\"item_title text-start\">\n\n                            \n\n\n                                                            <span class=\"item_inner_title title_6 \">\n                                    Client Need                                <\/span>\n                            \n                        <\/div>\n\n                                                <div class=\"item_content\">\n                            <p>Improve customer service<\/p>\n                        <\/div>\n                                          \n                        \n                    <\/div>\n\n                \n                    <div class=\"box01 item_cuadro_contexto trigger_child anim_bottom_opacity animation_group anim_delay_1 \">\n\n                        \n                        <div class=\"item_title text-start\">\n\n                            \n\n\n                                                            <span class=\"item_inner_title title_6 \">\n                                    Service                                <\/span>\n                            \n                        <\/div>\n\n                                                <div class=\"item_content\">\n                            <p>Maintenance of the voice platform<\/p>\n                        <\/div>\n                                          \n                        \n                    <\/div>\n\n                \n                    <div class=\"box01 item_cuadro_contexto trigger_child anim_bottom_opacity animation_group anim_delay_2 \">\n\n                        \n                        <div class=\"item_title text-start\">\n\n                            \n\n\n                                                            <span class=\"item_inner_title title_6 \">\n                                    Objetive                                <\/span>\n                            \n                        <\/div>\n\n                                                <div class=\"item_content\">\n                            <p>Analyze call management within customer service to continue enhancing the user experience<\/p>\n                        <\/div>\n                                          \n                        \n                    <\/div>\n\n                \n            <\/div>\n\n                        \n\n                    \n\n                    \n                                                    <div class=\"content-center text-center marTopTin trigger_child anim_bottom_opacity animation_group anim_delay_2\">\n\n                                \n                                                                                                            <a target=\"_blank\" href=\"https:\/\/www.ikusi.com\/en\/sectors\/retail\/\" class=\"btn_text\">\n                                            <span>M\u00e1s sobre el sector Retail<\/span>\n                                            <span class=\"material-symbols-outlined\">arrow_forward<\/span>\n                                        <\/a>\n                                                                    \n                            <\/div>\n                        \n                    \n\n\n                    \n\n                                \n            \n           \n\n\n\n        <\/div>\n\n\n\n    <\/div>\n\n<\/section>\n\n\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\">Consum: technology to enhance customer experience<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286.jpg\" alt=\"\" class=\"wp-image-1894\" srcset=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286.jpg 2560w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-300x200.jpg 300w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-1024x683.jpg 1024w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-768x512.jpg 768w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-1536x1024.jpg 1536w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-2048x1366.jpg 2048w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-1940x1294.jpg 1940w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286-1400x934.jpg 1400w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n\n<p>Consum has signed an agreement with technology company Ikusi to manage the maintenance of its voice platform in order to improve customer service.<\/p>\n\n\n\n<p>Ikusi will maintain the cooperative\u2019s 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.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThis project allows us to support Consum in its daily mission to improve customer service by providing access to data and call statistics,\u201d<\/p>\n<\/blockquote>\n\n\n\n<div class=\"wp-block-media-text has-media-on-the-right is-stacked-on-mobile\"><div class=\"wp-block-media-text__content\">\n<p>Under the three-year agreement, Ikusi will maintain the Cisco Call Manager and Contact Center Express systems\u2014also Cisco technologies\u2014through which Consum provides service to more than 1,000 extensions and its 900 call center.<\/p>\n\n\n\n<p>Ikusi was also chosen to maintain Consum\u2019s local area network (LAN).<\/p>\n<\/div><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" width=\"2560\" height=\"1709\" src=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2.jpg\" alt=\"\" class=\"wp-image-1897 size-full\" srcset=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2.jpg 2560w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2-300x200.jpg 300w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2-1024x684.jpg 1024w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2-768x513.jpg 768w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2-1536x1025.jpg 1536w, https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_2-2048x1367.jpg 2048w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/figure><\/div>\n\n\n\n<p>\u201cThis project allows us to support Consum in its daily mission to improve customer service by providing access to data and call statistics,\u201d says Javier Aguilera, General Director of Ikusi Spain.<\/p>\n\n\n\n\n\n<section class=\"floater section_block paralax_parent trigger_parent bg_ marTop_chico marBot_chico\">\n\n\t<div class=\"spacer\" style=\"padding-top:px\"><\/div>\n\n\t\n\n\t<div class=\"content-center content_resena_logo padTopMed\">\n\n\t\n\t\t<div class=\"c_left\">\n\t\t\t<img decoding=\"async\" src=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/logo-consum.jpg.webp\" alt=\"\">\n\t\t<\/div>\n\t\t<div class=\"c_right\">\n\t\t\t<p>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).<\/p>\n\t\t<\/div>\n\t\n\t<\/div>\n\n<\/section>\n\n\n<p><\/p>\n","protected":false},"featured_media":0,"template":"","class_list":["post-18033","caso-de-exito","type-caso-de-exito","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Consum - Ikusi<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ikusi.com\/en\/success-stories\/consum-optimizes-its-telephone-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Consum - Ikusi\" \/>\n<meta property=\"og:description\" content=\"Consum: technology to enhance customer experience Consum has signed an agreement with technology company Ikusi to manage the maintenance of [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ikusi.com\/en\/success-stories\/consum-optimizes-its-telephone-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Ikusi\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/IkusiVelatia\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-17T01:28:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ikusi.com\/wp-content\/uploads\/2025\/06\/CONSUM_3_2149795286.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@ikusi_espana\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.ikusi.com\/en\/success-stories\/consum-optimizes-its-telephone-customer-service\/\",\"url\":\"https:\/\/www.ikusi.com\/en\/success-stories\/consum-optimizes-its-telephone-customer-service\/\",\"name\":\"Consum - 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