Automotive supplier

Redesign of the contact center solution

The context

Faced with the growing obsolescence of their contact center solution, the company reached out to Lucernys to rationalize and optimize costs. The main goal was to centralize and harmonize the existing solutions, such as IP telephony or PABX, namely at their contact center level.

The challenges: succeeding in implementing an omnichannel unified solution in Saas mode, as well as setting up fixed telephony, both Business and admin wise, aiming to transform their contact center.



  • Mapping of the existing and the requirements
  • Analysis of market solutions and consultation strategy
  • Drafting of specifications
  • Support for the selection and contractual negotiation


  • Redesign of the solution on: Omni-channel, Telephony and Ticketing
  • Optional developments: Chat, social networks, SMS, Workforce, QM&Speech …
  • Management of incoming flows with the notion of omnichanneling
  • Improvement of reporting