Telecom: Revealing the unexpected through journey analytics

By October 1, 2019 No Comments
unexpected journeys telecom

What’s inside?

Reducing Customer Call Volume at Major US Wireless Carrier

Reducing customer service call center call volume is a frequently cited objective for many businesses. And with a customer base of nearly 100 million subscribers, like that of a major US wireless carrier, those challenges are amplified dramatically. Contact with live agents is expensive, particularly when compared with self-service options such as an IVR system, web or mobile platform. The wireless carrier began analysis to discover which customer journeys drove high call center call volumes.

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