The client is the oldest communications company and a leader in communication services. Headquartered in London, the multinational organization operates in nearly 180 countries across five continents, providing fixed-line, broadband, mobile, pay-TV, and enterprise IT services.

The organization sees exceptional customer experience as the key to its transformation to a modern network provider and was looking to increase efficiency in a bid to scale its business operations.

Opportunity

The agents were using 40+ systems, i.e., an average of 14 applications to resolve a customer query. The challenges — High call handling time led to poor customer experience, and non-standard and complex processes resulted in high agent training cost.

Solution

  • Proof of Concept visualized and implemented within 3 weeks

  • Deployed to 3000+ users within 12 months

Outcome

18% increase in agent productivity

ROI realized within 6 months

$2.5 million in annual savings

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