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Case Study: International Game Technology

Improving service, reducing travel costs

A global leader in gaming and lottery services, International Game Technology (IGT) improves services and reduces costs with a Cisco state-of-the-art contact center and video collaboration.

Summary

Challenges

  • Agents distributed across five contact centers
  • Needed lottery retailer customers to get through quickly
  • Video collaboration to unify a distributed organization and reduce travel costs

Results

  • Intelligently routing calls and minimizing handling time, elevated contact center to world-class standards
  • Ranked number one internationally for Best Technology Innovation by Contact Center World in 2015
  • Reduced travel expenses and cost per call
  • Improved contact center efficiency by 32%

What they’re saying

"The technology that we ended up with is a true differentiator for IGT. None of our competitors have anything even close."

Ian Hyatt, Vice President of Global Field Service, IGT

Who is International Game Technology?

Industry: Sports and Entertainment
Location: London, United Kingdom
Company Size: More than 12,000 employees