Case Study: Carrefour Banque Modernises Call Centre System

Call centre workers

Carrefour Banque has embarked on an initiative to improve its customer relations and modernize its call centre system.

Catherine De Oliveira, Head of Workflow Management at Carrefour Banque & Assurance, shares her reasons for choosing Diabolocom.


Carrefour Banque’s main objectives were as follows:

  • Improve the customer experience by offering a more powerful and intuitive call centre solution.
  • Migrate to a cloud solution for more flexible, scalable management of telephone flows for head office customer relations centres and branches.
  • Facilitate integration with other existing tools and systems, such as CRM and orchestrators.
  • Benefit from a solution capable of handling a large number of users and telephone flows, while offering a user-friendly interface for advisors.


Carrefour Banque was faced with a call centre system that no longer effectively met their growing customer relationship needs.

The challenge was to migrate quickly and efficiently to a modern, integrated, cloud-based solution, while ensuring a smooth transition and minimizing service interruptions.


To meet this challenge, Carrefour Banque chose Diabolocom as its cloud-based call centre solution. Diabolocom offered the advanced features needed to enhance the customer experience, facilitate telephone flow management and ensure seamless integration with Carrefour Banque’s existing tools and systems.


The rapid 3-month deployment of Diabolocom at Carrefour Banque has produced significant results:

  • Users benefit from a high-performance, intuitive call centre solution.
  • Migration to the cloud has enabled more flexible and scalable management of telephone flows for head office customer relations centers and branches.
  • The consultants quickly adopted the solution and were up and running in record time.

Why Diabolocom?

Carrefour Banque chose Diabolocom for a number of reasons:

  • Advanced features tailored to the specific needs of Carrefour Banque.
  • Seamless integration with existing tools and systems, such as CRM and orchestrators.
  • User-friendly interface and ease of use for advisors.
  • Diabolocom’s positive reputation and satisfactory feedback from other Carrefour Group companies.
  • Expert and available team.

“As far as the Diabolocom team is concerned, I’d say available and responsive: we’re dealing with a team that’s always listening; as soon as we have a question, a problem, we get a quick response.” Catherine De Oliveira – Head of Flow Management at Carrefour Banque & Assurance

This blog post has been re-published by kind permission of Diabolocom – View the Original Article

For more information about Diabolocom - visit the Diabolocom Website

About Diabolocom

Diabolocom Diabolocom, a European provider of Enterprise-ready cloud-based contact centres, empowers organizations worldwide to excel in customer satisfaction.

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Author: Diabolocom

Published On: 19th Dec 2023
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