Large Telecommunications

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive


Significantly Reducing Costs and Driving Customer Experience


Employee Development & Engagement
Manager & Adherence Assistant
WFM Automation


The Challenge

The collapse of the financial services industry forced this company to slash costs while simultaneously improving customer service, which is much harder to accomplish without a budget to support CX initiatives.

This company already made an exhaustive effort to drive efficiency and productivity. With the contact center environment increasing in complexity, it seemed impossible to meet business objectives.

The Solution

By leveraging the capabilities of advanced intraday automation, this company not only reduced costs but improved agent performance and customer satisfaction. The platform’s rules engine empowered the WFM team to customize automation rules that met their key objectives.

Sample Use Cases

Employee Development & Engagement




Off-phone work

Manager & Adherence Assistant


ACW Assistant

Workforce Management Automation


Voluntary Time Off

Value to Date

Reduced Costs


Material gains - Increased availability, decreased handle time and shrinkage 


Improved WFM efficiencies

Employee Engagement


ESAT improvement


Improved ability for agents to access training

Service Delivery


Consistent service level attainment


Implement more automation use cases using the platform to achieve increasing levels of cost reduction, employee performance and customer satisfaction gains.

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