List of Worldline WL Contact Customers
Puteaux, 92800,
France
Since 2010, our global team of researchers has been studying Worldline WL Contact customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Worldline WL Contact for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Worldline WL Contact for Call Center include: La Banque Postale, a France based Banking and Financial Services organisation with 32000 employees and revenues of $10.50 billion, BNL BNP Paribas, a Italy based Banking and Financial Services organisation with 16000 employees and revenues of $5.10 billion, BNP Paribas Fortis, a Belgium based Banking and Financial Services organisation with 18000 employees and revenues of $3.48 billion and many others.
Contact us if you need a completed and verified list of companies using Worldline WL Contact, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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BNL BNP Paribas | Banking and Financial Services | 16000 | $5.1B | Italy | Worldline | Worldline WL Contact | Call Center | 2022 | n/a |
In 2022, BNL BNP Paribas implemented Worldline WL Contact, deploying a Call Center solution across its contact centres, branches and back office teams. The multichannel CRM and contact centre rollout began in 2022 and was positioned to modernize customer care operations across channels.
Worldline WL Contact was configured with conversational IVR, voice biometrics and omnichannel routing, and the deployment included multichannel CRM capabilities to support unified customer interactions. Functional workflows emphasized authentication continuity, session handoff across channels and orchestration of first contact case handling consistent with Call Center operational patterns.
The implementation was executed in partnership with Nuance conversational AI to provide natural language IVR and voice biometric authentication, integrating conversational AI into the IVR and authentication layers. Operational coverage extended to roughly 7,000 advisors across contact centres, branch staff and back office teams, aligning customer care, branch operations and back office channels under a single contact platform.
Rollout began in 2022 with activation across sites and alignment of routing and CRM case management processes to the new omnichannel flows. The program explicitly targeted improved security through voice biometrics and higher first contact resolution, restructuring contact centre routing and customer case workflows to support those objectives.
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BNP Paribas Fortis | Banking and Financial Services | 18000 | $3.5B | Belgium | Worldline | Worldline WL Contact | Call Center | 2020 | n/a |
In 2020, BNP Paribas Fortis contracted Worldline to set up and operate an omnichannel Contact Service Center in Belgium using Worldline WL Contact. The engagement deployed Worldline WL Contact as a SaaS Call Center solution to consolidate voice, email, chat, social and video interactions across the bank’s customer relationship centres and branches.
The implementation centered on omnichannel interaction management and AI-enabled routing, with explicit configuration for multilingual handling and routing logic to improve first-contact resolution. Functional capabilities implemented included inbound voice and digital channel handling, centralized queuing and interaction distribution, and AI-assisted routing to prioritize language and service intent within contact flows.
Worldline operated the platform as a managed service, provisioning WL Contact across the bank’s customer relationship centres and branch network in Belgium. The deployment was positioned to reshape CRM-facing customer service workflows by centralizing channel orchestration and standardizing interaction handling across physical and remote service locations.
Operational governance emphasized a Worldline-operated SaaS model with service center operations and platform management retained by the vendor, while the bank focused on CRM process alignment and multilingual customer service rollout. The project explicitly aimed to transform CRM capabilities through multilingual, AI-enabled routing and improved first-contact resolution.
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La Banque Postale | Banking and Financial Services | 32000 | $10.5B | France | Worldline | Worldline WL Contact | Call Center | 2018 | n/a |
In 2018 La Banque Postale implemented Worldline WL Contact as part of its Call Center capability. Worldline corporate materials list La Banque Postale among major banking customers receiving contact centre services in France, and Worldline WL Contact is represented in vendor financial services deployments for banking customers.
The implementation used Call Center capabilities typical for enterprise contact centres, including automatic call distribution, interactive voice response, omnichannel routing, workforce management, and analytics and reporting modules. Configuration work focused on queue strategies, channel routing rules, agent desktop orchestration, and reporting frameworks to support retail banking customer service workflows.
Worldline positions Worldline WL Contact as a cloud contact centre offering, so the La Banque Postale deployment aligned with a cloud hosted contact-centre architecture managed by the vendor, supporting bank customer service operations and branch support functions in France. Vendor materials reference platform level integrations to banking operational workflows and CRM systems common to Call Center deployments, without naming specific third party systems in public documentation.
Vendor timelines note multi year engagement with La Banque Postale, indicating a phased and sustained operational relationship. Governance and operational oversight for the deployment were aligned to financial services compliance and vendor managed service controls typical of Call Center implementations in regulated banking environments.
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Buyer Intent: Companies Evaluating Worldline WL Contact
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