Bouygues Telecom is one of Europe's top telecom operators. With its emphasis on customer service, Bouygues Telecom undertook an initiative to improve customer service quality and increase the productivity of the customer service staff. The customer service center receives an average of 100,000 letters per month. Approximately 40 percent of these do not require a reply (such as change of address forms) but 60 percent of the incoming mail is more complex and requires specialized knowledge from personnel. Bouygues turned to EMC Captiva to develop a front-end application that would capture all incoming mail and index the documents according to the main subject matter.
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