The result
LUSINI Sets New Standards in International Customer Service
Microsoft’s Contact Center as a Service solution improves efficiency and boosts customer satisfaction
Congratulations to our customer LUSINI on the international go-live of Microsoft’s new Contact Center as a Service solution
From champagne glasses to hotel linens—with over 50,000 items from more than 200 brands, the LUSINI Group is one of Europe’s leading suppliers to the hotel, restaurant, and catering industries. LUSINI not only impresses with a diverse and modern product portfolio—the company also stays at the cutting edge of technological innovation.
For example, LUSINI succeeded in going live in 14 European countries in record time using Dynamics 365 Contact Center—Microsoft’s advanced Contact Center as a Service (CCaaS) solution. With this go-live, the international hotel and restaurant equipment supplier is taking an important step toward future-oriented, cross-channel customer communication.
The system previously in use has been replaced by Microsoft’s new and scalable contact center platform, which enables seamless integration with Dynamics 365 and AI-powered automation. LUSINI’s service agents are now working with the centralized contact center solution, which unifies all relevant communication channels—such as email, chat, WhatsApp, voice messages, and voicemail—into a single interface, enabling a consistent service experience.
The new CCaaS solution boosts the efficiency of the LUSINI service team and sustainably improves the customer experience
- Real-time AI translations enable seamless communication across language barriers
- Intelligent routing speeds up processes and reduces handling times
- Centrally consolidated communication channels enable a seamless omnichannel experience
- Higher service quality at lower costs through efficient automation
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Faster and more consistent handling of service requests
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Higher first-time resolution rates and shorter response times
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More time for complex issues thanks to automation
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A customer service solution equipped for further growth and international expansion
As an implementation partner, we are proud of this project, which is the result of a collaborative partnership. We would like to extend our sincere thanks to LUSINI for placing their trust in us to break new ground and drive innovation together with HSO. We look forward to continuing our collaboration and thank everyone involved in the project.
Do you have any questions?
Please contact us; our customer service experts will be happy to assist you.