AssistEdge Engage transforms service operations transformation for BT, the world’s top communications company
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.
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.
Proof of Concept visualized and implemented within 3 weeks