Kisio Transform its CX Technology

Overview

Based in Paris, France, Kisio is at the forefront of innovation in transport and mobility. Recognising the vital importance of seamless mobility in a constantly evolving urban space, Kisio is dedicated to creating intelligent and flexible solutions tailored to the needs of transport authorities, operators and passengers.

The Challenge

Kisio needed to transform its outdated, fragmented CX technology and processes. The “USE-K Project” was launched to simplify systems and deliver seamless, omnichannel service to its diverse customer base. Kisio migrated to a next-gen cloud platform, enabling real-time, data-driven interactions across multiple channels.

The Solution

The Genesys platform has enabled Kisio to unify the multitude of channels – from emails and phone calls to online chats and social networks – presenting a coherent view of the customer journey.

Sabio’s KCM project enabled Kisio to win major contracts, including three separate contracts with French public transport authorities, worth a total of €35 million.

The Results

Kisio’s digital transformation has revolutionised transport CX for millions across France. The platform has seamlessly managed 2.1 million customer connections, processed over a million interactions, and provided flexibility during peak seasons. The transition achieved high user satisfaction and enabled advisors to work remotely, strengthening customer interactions.