Telco Industry Case Study

How is one of the world's leading telecom service providers leveraging CEA?

One of the leading global telecom service providers delivers wireless and wireline communication services to over 40 million customers worldwide, and handles billions of service transactions per year across a wide variety of channels, including retail stores, web sites, kiosks, call centers and mobile applications. Leveraging ClickFox for cross-channel customer experience analysis, they were able to:

• Increase IVR containment by 10%, resulting in $90MM in annual cost savings
• Update the new phone activation process driving over 40,000 calls per month away from live agents
• Correct routing issues preventing successful retention of at-risk customers, saving over 1,500 customers per month