Leading North American tier-1 telco delivers improved customer satisfaction with process automation
About the Client
A leading tier-1 north American telco
Challenge
The telco offers a pair of premium UCC solutions to a large enterprise customer. The UCC solutions were moved from on-premises to the cloud, but the telco’s IT staff faced challenges in scaling the systems to meet the enterprise’s changing demand. Besides managing the cloud-based UCC solutions, the telco also needed dedicated support to address the growing customer queries adversely affecting the end user-experience. Additionally, the telco required multi-lingual support to resolve technical queries from the enterprise’s French-speaking workforce.
Solution
- Optimizing the UCC system performance
Our team of UCC experts supported the telco’s IT staff to install, set up and configure multitenancy in both UCC solutions as per the enterprise requirements. After implementing cloud based UCC solutions, the team focused on continuous monitoring,
optimization and maintenance of the systems. - Transforming service assurance through process automation
The telco needed to streamline the ticket handling process to meet the agreed service quality levels. We leveraged our process automation tools & solutions to automate processes for efficient troubleshooting and ticket handling, reducing ticket resolution times. Through our team of French-speaking technical experts, the telco addressed UCC platform-related issues, enhancing the overall customer experience.
Results
- Achieved 99.99% SLA adherence
- Reduced time-to resolution by 10%
- Improved customer satisfaction
