
Webex Contact Center provided Wingo Swiss with the tools to enhance agent productivity, improve reliability, and deliver exceptional customer experiences.
Wingo’s legacy on-premises system caused inefficiencies and failed to meet evolving customer expectations.
Webex Contact Center and its innovative features transformed Wingo’s operations, ensuring stability and scalability.
With Webex, Wingo saw faster resolution times, enhanced voice quality, and seamless integration across all channels.
Founded in 2013, Wingo is a Swiss telecommunication brand and part of the Swisscom family. Based in Fribourg, Switzerland, Wingo provides mobile connectivity, internet, and television services tailored to meet the needs of digitally savvy customers. The brand is built around simplicity and affordability, offering straightforward solutions without unnecessary features.
Wingo’s approach prioritizes essential services and leverages Swisscom’s robust network to ensure reliable, high-quality connectivity. Customers can select the options that fit their needs—free from rigid bundles—while benefiting from competitive pricing.
Serving a high number of customers across Switzerland, Wingo strongly emphasizes customer care. How? By choosing technology that ensures efficient communication, responsive support, and a consistently excellent customer experience (CX).
As the Head of Wingo’s Customer Care department, Jonatan Romero and his team have many responsibilities. Not only does the contact center address inbound customer inquiries, but it also handles sales, point-of-sale support, and more. And because Customer Care is in direct contact with customers, their insights help with product development, improving communication channels, and strategy development, among other things.
“Customers can contact us via email, phone, WhatsApp, and social media,” Romero said. “For an agent, daily work involves handling different customer inquiries across these channels, but also managing specific tasks not directly related to a customer request.”
On any given day, agents may handle between 50-60 inquiries, often in multiple languages. According to Romero, having a stable contact center platform is key to addressing them effectively—however, their old system wasn’t working out.
“We had an on-premises solution from a small company, but they weren't developing it anymore," he explained. "They were more focused on small- and medium-sized businesses—not the kind of contact center activity we have.“
Their outdated system no longer matched their needs. Agents faced instability, unresponsive interfaces, and information latency. This often led to problems, such as when agents would have to begin a customer interaction without knowing what language that customer spoke.
More importantly, it didn’t align with their customers’ changing expectations. As Romero explained, consumers increasingly wanted speedy answers with thorough explanations. However, Wingo couldn’t meet these changing needs without a modern, scalable solution.
Fortunately, Romero knew right where to look. As he explained, Swisscom has a longstanding relationship with Cisco—but that’s not the only reason Wingo chose Webex Contact Center.
“Another important part is the solution itself,” he said. “It’s covering all the aspects we need and even more with many innovative features.”
Plus, Wingo greatly valued their Cisco Partner Bucher + Suter, the go-to partner for Webex and Cisco Contact Center, digital channels, and the integration of business applications with the contact center.
In short, Bucher + Suter is a Swiss company specializing in contact center solutions and customer relationship management integration. Founded in 1981, the company has over 20 years of experience delivering Cisco-based CX solutions. Their expertise includes collaboration, omnichannel contact centers, and seamless integrations with enterprise applications.
“As dedicated Cisco partners, we’ve committed ourselves exclusively to the Cisco contact center ecosystem, with a strong focus on Webex Contact Center over the past few years," said Rosalie Riss, Senior Customer Success Manager at Bucher + Suter. “Our goal was to play a pivotal role in understanding Wingo’s unique environment and ensure a seamless transition to the cloud.“
Bucher + Suter has in-house development expertise, allowing it to extend Webex Contact Center's out-of-the-box functionality with custom-built capabilities. As full life-cycle partners, they worked alongside Cisco to ensure Wingo had everything needed for the project to succeed.
“Being able to meet our partners and have them in our office for the testing process was very important,” Romero said. “There was a lot of proficiency in the people we worked with. But more than that, they provided a tailored solution on a standard product. They understood what we needed, how we work, and our compliance and security needs on top of that.”
Working alongside their partners, Romero and his team began the process of migrating their contact center to Webex’s cloud-based platform. Such transitions can be complex, but fortunately, it was straightforward from start to finish.
They began with a thorough analysis to see what features and capabilities Wingo agents used on a regular basis. This allowed them to identify any aspects that may be missing in the new environment; however, as Romero said, Webex Contact Center provided them with all of these and more. In some cases, it even extended functionality.
Next, they tested for technical feasibility, installing some aspects of the business in phases. This enabled Wingo to test and see if they aligned with its needs.
“Quickly, Webex Contact Center was implemented in our production environment with all the features we required,” Romero said. “And this was a really short process. In six months, we were up and running.”
Wingo wanted to ensure a positive user experience, so it gathered feedback from contact center agents.
“The first impression was good,” Romero explained. “The user interface is easy to handle, and it’s quite clean and simple.”
Agents especially noticed the platform is much more reliable compared to their previous solution. No longer did they experience latency—information flowed seamlessly throughout the one comprehensive dashboard, including both inbound and outbound calls.
“For our supervisors, having dashboards with all information related to agent status, and the ability to communicate directly with the agent, was a pleasant surprise,” Romero added. “It’s a nice feature to have, and it’s changed the way they work.”
Before, supervisors had to physically approach the agent or send a message if they wanted to know what was happening during a customer interaction. Now, managers can simply join calls if they want.
According to Romero, this flexibility has been a key benefit. He also said Webex’s open architecture has been important, as it means the platform is compatible with Wingo’s other business applications.
“We used APIs to integrate some of our own systems,” he said. “The capability to do that was really awesome.”
Not only was Webex Contact Center met with great qualitative feedback, but it also generated tangible business advantages.
“The tool is easy to use and understand, so the agents were up and running in one or two hours,” Romero explained. “It was seamless. And that’s really important because, in the end, it's directly correlated to cost. As soon as you have a longer interaction, you have a greater cost.”
Indeed, Webex helped Wingo improve its average time-to-resolution. The platform allows them to better prioritize incoming requests and route them to the best available agent, which has reduced their average speed of answer by over 10 seconds.
Moreover, Wingo no longer has to deal with an unreliable, outdated solution. As a growing business, they have a platform that can scale alongside their customer base.
“Even if we have much more interaction than we expected, the system can handle all those requests coming at once,” Romero said. “I’m really impressed with the system’s stability.”
As for the customer experience, he’s also seen notable improvements related to voice quality and background noise. In the past, customers complained about having trouble hearing agents during conversations—but now, those complaints are gone. “Webex definitely solved them, and I’m really happy that was the case,” Romero added.
Like many forward-looking companies, Wingo is ready to embrace Cisco AI Assistant for Webex Contact Center. Fortunately, with Cisco as a partner, they’ll be first in line to leverage AI solutions to enhance the customer experience.
“For example, we are investing time and money to get customer feedback today,” Romero said. “We were happy to hear that Webex Contact Center has a post-call survey out of the box. But with customer sentiment analysis coming soon, I expect to see even more insights about what’s really happening in our contact center.”
Wingo is also looking forward to other useful AI tools, such as Webex’s automated transcription capabilities, which can help summarize customer interactions. Romero is particularly interested in the platform’s Cisco AI Assistant features, as these can provide agents with the best knowledge articles to answer questions effectively and efficiently.
“The fact that Cisco supports this approach and can invest in these future solutions is really a game changer," Romero said.
Want to embrace AI and improve customer experience in your organization? Contact our team today to learn more about how Webex can help.