Cisco Live 2025 EMEA kicks off this week in the canal-lined streets of Amsterdam, where we’ll come together to expand our horizons, develop a vision, foster community, share experiences, and immerse ourselves in the next wave of Cisco’s transformative technologies.
To celebrate this event, we’re spotlighting three EMEA customers who are transforming employee and customer experiences at their organization: Crédit Agricole Group Infrastructure Platform, pidas, and Wingo Swiss. Their stories serve as masterclass examples of how organizations across different industries can leverage Webex to transform their employee and customer experiences, enhance satisfaction, and scale collaboration technology to overcome challenges and drive innovation.
First, we’ll explore how Crédit Agricole Group Infrastructure Platform uses Webex to improve customer satisfaction, build loyalty, and drive business growth.
1. How Crédit Agricole Group Infrastructure Platform transforms customer and employee engagement with Webex
In today’s fast-paced world, staying connected is more crucial than ever, especially in the banking industry. Crédit Agricole Group Infrastructure Platform, a subsidiary of the renowned Crédit Agricole Group, is setting a new standard by embracing cutting-edge technology to reshape the banking experience.
Enhancing customer engagement with Webex Meetings
Imagine a world where 25,000 advisors can connect directly with clients through a seamless integration of Webex Meetings into their proprietary retail banking app. This innovative approach, implemented by the Crédit Agricole Group Infrastructure Platform, has resulted in a remarkable 100% increase in customer appointments while significantly boosting satisfaction, loyalty, and business growth. The integration with Webex Meetings enhances customer service and elevates the overall user experience, making banking more personal and accessible for the institution’s customers.
Additionally, the deployment of over 2,500 Cisco video endpoints has revolutionized the workplace, turning it into a vibrant hub of collaboration and efficiency. With over 100,000 meetings per year powered by Webex Meetings and Cisco Devices, employee engagement scores are on the rise, showcasing the positive impact of enhanced video communication.
Transforming communication and reducing costs with Webex Calling
The transformation continues as Crédit Agricole Group Infrastructure Platform embarks on an exciting journey to transition 80,000 users from traditional on-premises calling to Webex Calling. This leap to cloud-based communication will modernize the company’s infrastructure, ensure scalability, and future-proof its operations. By unifying the entire Crédit Agricole Group under a single platform, the company aims for a streamlined communication system to reduce operational costs by 20% over the next five years.
Paving the way for the future
Crédit Agricole Group Infrastructure Platform’s bold adoption of Webex solutions isn’t just about keeping pace with the times—it’s about spearheading a move toward a more interconnected and efficient future. By enhancing productivity, lowering costs, and increasing employee engagement, they’re demonstrating that cutting-edge collaboration tools are essential for significant business success. Stay tuned as Crédit Agricole Group Infrastructure Platform continues to redefine what’s achievable in the banking sector.
2. How pidas enhances IT support with Webex solutions
In the competitive realm of IT support, pidas, a European outsourcing company, has carved out a leading position by emphasizing speed, accuracy, and excellence. Serving medium to large European and global enterprises, pidas manages over 100,000 IT support tickets monthly. To keep pace with their growing demand, they transitioned to Webex Contact Center and Webex Calling.
Streamlining operations with Webex Contact Center
Webex Contact Center provides pidas with an omnichannel platform capable of handling high volumes of interactions across multiple channels, including phone, email, and chat. The platform’s advanced features, such as skill-based routing and real-time analytics, have improved their ability to resolve issues promptly, boosting operational efficiency and customer satisfaction.
Ensuring seamless communication with Webex Calling
With Webex Calling, pidas benefits from superior voice quality and a robust infrastructure that ensures consistent uptime while meeting critical data security standards. The seamless integration of Webex into their NEXT Experience platform has enhanced communication and efficiency, providing a single point of contact for end users.
Looking ahead: AI-powered enhancements
As pidas looks to the future, they are particularly excited about leveraging Cisco AI Assistant’s capabilities, such as conversation summaries and sentiment analysis, to optimize processes and elevate service quality. With Webex as a vital partner, pidas continues its mission to deliver exceptional IT support while driving innovation.
Read the full pidas customer story here.
3. Wingo’s journey to enhanced connectivity with Webex Contact Center
Wingo, a Swiss telecommunication brand under the Swisscom umbrella, faced a critical challenge—an outdated contact center system that led to instability and unresponsiveness. Recognizing the need for a modern, scalable solution, Wingo turned to Webex to implement Webex Contact Center.
Transitioning to a cloud-based contact center
After a detailed analysis of necessary features and a phased testing approach, Wingo seamlessly transitioned to Webex Contact Center within six months. The new system eliminated latency issues, improved interface usability, and significantly enhanced operational efficiency.
Empowering agents and supervisors
Webex Contact Center has profoundly impacted Wingo’s operations. Agents now benefit from a stable platform with improved voice quality, while supervisors utilize real-time dashboards and live call monitoring to enhance management oversight. These capabilities have reduced Wingo’s average time to resolution, accelerated response times, and increased customer satisfaction.
Preparing for the future with AI Innovations
With a solid foundation in place, Wingo is well-positioned to integrate Cisco’s AI-powered features in the future. From automated sentiment analysis to AI-driven workflow optimizations, Wingo aims to continuously enhance its customer care operations and deliver exceptional service.
Read the full Wingo Swiss story here.
Setting new standards as industry trailblazers
This spotlight on three remarkable EMEA customers—Crédit Agricole Group Infrastructure Platform, pidas, and Wingo Swiss—has showcased how leveraging Cisco and Webex solutions can transform the landscape of customer and employee experiences across various industries. From enhancing customer satisfaction in the banking sector to revolutionizing IT support and telecommunications, these organizations have demonstrated the power of adopting cutting-edge technology to overcome challenges and drive meaningful change.
The stories of these pioneering companies serve as a testament to the transformative potential of Cisco and Webex. By embracing advanced communication tools and cloud-based solutions, they have improved operational efficiency and set new standards for customer engagement and service excellence. We look forward to seeing how these trailblazers and others will continue to evolve and redefine their industries in the coming years.
Looking for additional inspiration?
Discover five more stories from our European customers, showcasing the diverse industries and unique challenges that Webex solves for.
Speed and Flexibility: McLaren’s Hybrid Work Success with Webex
Whether at the track, their London headquarters, or anywhere in between, the McLaren Racing Formula 1 team is always on the move. They utilize the Webex Suite‘s comprehensive collaboration tools to work securely from home, the office, or while traveling. The McLaren team also uses Cisco devices to transform their workspaces and headquarters into an exceptional hub for hybrid work. Read their full story here.
Elevating the conference room experience at TenneT
TenneT, one of the largest electricity transmission system operators in Germany and the Netherlands, oversees more than 25,000 kilometers of high-voltage lines and cables, delivering power around the clock to over 43 million customers. Their meeting rooms are outfitted with cutting-edge technology, including the Cisco Board Series. Additionally, TenneT’s workforce utilizes the Webex App, enabling swift access to Webex Calling and Webex Meetings for seamless collaboration. Read their full story here.
Galway Simon Community: Strengthening Support with Webex-Enabled Collaboration
At Galway Simon Community in Galway, Ireland, community and collaboration are closely linked. This non-profit organization supports individuals experiencing homelessness or at risk of it through prevention initiatives, housing access, and health and wellbeing services. Galway Simon has adopted the Webex Suite to enhance its hybrid work capabilities, enabling the team to remain connected with each other and their community. Read more.
Mesh Community leverages the power of device interoperability
As a co-working space in Oslo, Norway, Mesh Community caters to over 3,800 members and 750 companies. Recognizing the diverse range of video conferencing platforms used by its members, Mesh Community turned to Webex and leveraged their interoperability features to allow members to effectively collaborate regardless of the platform they’re using. Cisco devices and Webex solutions ensure exceptional meeting experiences for Mesh Community’s members without compromise. With Webex, Mesh Community can provide smaller businesses access to advanced collaboration tools typically available only in large-scale corporate settings. Learn more.
Odeabank’s Award-Winning Service: A Blend of Innovation and Technology
Odeabank, one of Turkey’s most celebrated financial institutions, has garnered numerous accolades, including the ‘Best Customer Service’ award from International Finance Magazine. Its success stems from a forward-thinking approach to customer service and the integration of advanced technology, such as Webex, enabling the bank to thrive in a constantly evolving industry. By utilizing the Webex Suite, Odeabank has adopted a collaboration platform that facilitates secure and seamless hybrid work experiences. Read the full story here.
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