A European multinational telecommunications company wanted to leverage technology for enhancing customer experience and achieving a sustained business growth. In the telecom industry, however, where prices are mainly homogenous, companies have always relied on service quality and customer experience, mainly via contact centers. To optimize efficiency, the contact center has to tackle several challenges like improving agent efficiency, creating a single view across various systems, eliminating the need for multiple application logins and improving business operations.
Download our case study to know how the company implemented AssistEdge Engage and integrated relevant customer information from disparate applications into a single system. AssistEdge Engage eliminated the need for multiple logins into various legacy applications, significantly reducing average handling time by 40% across operations.