Case 1: Telco

A leading telecommunications company caters to both individual and corporate clients with its diversified range of services. With an extensive regional and global network, the company's infrastructure is one of the most comprehensive in the telecommunications industry. The company also owns a telecommunication portal, a home-grown online portal that allows users to purchase mobile plans, devices, and accessories online, as well as offering B2B services where business customers can access telecommunications solutions via their online service.

Situation

With effective call routing, you can create an exceptional customer experience by designing unlimited custom greetings and menus that suit your IVR system.

Impact

Customer Effort Score (CES) dropped to an all-time low of 4.1. Critical compliance breach reached 2.9% of daily interactions.

Resolution

The company increased the average CES score from 4.1 to 6.3 by combining situational responses, technical support information, and knowledge base into a real-time guidance panel.
The company also reduced critical compliance breaches from 2.7% to 0.2%.