Contact Center transformation: CorCom highlights Italtel’s project for Terna

Innovation, cloud, and omnichannel strategy for a new customer experience

Contact centers are evolving—from simple support tools to true strategic relationship hubs. In an article published by CorCom, our Chief Operating Officer Cristina Sarnacchiaro explores this shift by presenting the project developed by Italtel for Terna, one of Europe’s leading energy infrastructure operators.

At the core of the project is the implementation of a CCaaS (Contact Center as a Service) platform based on Cisco Webex Contact Center. This enables Terna to manage interactions through an omnichannel approach, fully integrated with corporate systems, offering advanced analytics, increased flexibility, and complete data control.

It’s a tangible example of digital transformation that enhances the customer experience and positions the contact center as a key touchpoint in managing relationships with clients, partners, and stakeholders.

👉 Read the full article (in Italian) on CorCom:
Beyond Support: Contact Centers Take on a “Strategic” Role with Cloud, AI, and As-a-Service Models – by Cristina Sarnacchiaro

📌 Also read the official press release