When a major telecommunications company wanted to reduce call handling costs through automation, we first helped them develop an intelligent call diagnostic solution that provided complete visibility of all calls, including inbound, outbound, and autodialed.
By applying advanced analytics, we were able to contextualize the calls, the reason for the calls, products involved (including CPE), the root causes behind any issues, actions taken, and eventual outcomes for immediate visibility and further analysis.
The information was initially used to facilitate a Call Center Process Optimization initiative where further automation such as predictive call routing, chatbots, and robotic process automation (RPA) was to be applied strategically applied within the call handling process. Our Proof of Value (POV) extrapolation forecast millions of dollars in savings just within the Care organization.
The client is exploring how the data can be used to optimize the Product mix, CPE selection, Inventory, Trouble Processes, Billing and other areas of concern.
