WL Contact: Cloud Contact Center Solutions KEY BENEFITS

WL Contact provides your clients and your staff with a unique and seamless experience using our cloud contact centre solutions.

Create strong relationships with your clients by taking your contact centre to the next level.

Focus on your business with WL Contact – Worldline’s reliable and intuitive omnichannel solution.



  • Easy self-service customer experience and feedback options as well as reduced waiting times
  • One omnichannel solution for a consistent and personalised experience via your customers’ preferred contact channel
  • Interactive chatbot that allows for quick responses and resolve simple queries. 


  • A flexible pay per use model that means no more expensive licences
  • Efficient integration into existing infrastructure
  • 24/7 customer support with the help of bots and automation


  • Support alternative ways of working, such as remote working
  • Save time and enhance performance with AI support
  • Engage employees with an easy-to-use interface


  • Worldline is the European market leader for secure transactions
  • Secure hosting in Worldline‘s European private Cloud
  • Support for secure Business Continuity across multiple locations
  • Secure archiving compliant with regulations


WL Contact solution is adaptable to your customers’ contact channel of choice,
enabling you to communicate better with customers through a personalised customer journey and highly intuitive interface. 

WL Contact offers a personalised customer experience for all contact centre sectors. Helping sectors to create a positive banking customer experience, retail customer experience and much more.


  • Omnichannel platform 


  • Customisable 


  • User-friendly interface 


  • AI-powered features


  • Cloud architecture


  • Pay per use model

The way customers communicate with their favourite brands has changed. There are now more ways than ever for consumers to call, text or digitally interact with sellers. Make sure your Customer Relationship Management can meet your customers’ new expectations while ensuring you offer an outstanding brand-new Customer Experience.

To tackle this challenge, technology, design and usability play a key role:

  • Discover our state-of-the-art solution featuring self-service and AI features.
  • Engage effectively with your employees through a UX-driven interface.

WL Contact is a native cloud contact platform that allows easy remote working and is deployed on a pay per use model. 

To learn more read our brochure ›

WL Contact

Enrich your omnichannel customer relationships

Our cloud contact centre solution is suitable for all types of organisations and sectors while also being able to adapt to activity volume.

Discover how we can help you build your customer relationship strategy! 



“It’s the real omni-channel model. We will be able to ensure the processing of the requests within the day (…) It allows to facilitate the interactions between different businesses and also to be more efficient.”
Thierry Laborder, Deputy Chief Operating Officer and Head of Domestic Markets BNP Paribas
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“(…) This will be a game-changer for BNP Paribas Fortis, and the CSC program will help us to transform the relationship between our bank and our customers, irrespective of their location or the way they contact us.” 
Daniel de Clerck, Chief Operating Officer of BNP Paribas Fortis
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“Worldline relies on Nuance to deliver the best customer experience in the banking world through its cloud-hosted contact centre solution” 
Patrice Vielpeau, Sales Director Enterprise & Mobility - Nuance Communications 



WL Contact offers a variety of features that can be tailored to the specific needs of your organisation
and help you enrich the employee and customer experience.



  • UX-driven product development and customer approach


  • Feedback from customers to better understand their needs


  • Innovation at the heart of our strategy means we invest in AI technologies to enhance customer experience

Intuitive agent interface & proactive monitoring

  • An agent interface adapted to each business use case at home, call centre, branches or mobility
  • A 360° view of each customer, including their history and pending interactions 
  • Suggested answers and knowledge base  to enhance customer enquiry resolution 
  • Supervise and enhance performance via an easy-to-use and customisable KPI dashboard 
  • View instantly non-compliant indicators and swiftly adapt your activity accordingly


Be autonomous in operations management 

  • Follow your customers: Create omnichannel engagement rules and pursue KPIs that can be adapted in real time
  • Route smartly: Use the omnichannel routing engine to personalise routing and enhance customer satisfaction
  • Automate low value tasks with our bot and manage escalation with context if required
  • Administrate efficiently: Build an Interactive Voice Response (IVR) or a bot in few clicks.
To better personalise your customer’s experience, you need to know who your customer is while also protecting their data. Discover how our innovative strong authentication method can help you do this.
Read more about strong authentication ›
Discover how trusted interaction, our secured-by-design toolbox for advisors, can help you reach new levels of trust and reinvent privileged interactions between customers and advisors.
Read more about trusted interaction ›


Omdia identifies Worldline as a world-class cloud contact centre provider in the market for 2020-21

This report reviews nine of the leading cloud contact centre solutions and compares them based on the strength of their technology platforms, the views of their customers, and the market impact that each company currently has in today’s very competitive environment.
Download the publication ›

Re-humanising the Contact Center : WL Contact

WL Contact enables you to combine the use of automation and agents to create the best possible customer experience. 
Download the infographic ›