Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Ireland's leading telecommunications provider managed all of its customer interactions through a 15-year-old legacy engagement platform.
The legacy system lacked the agility to integrate modern digital channels like social media and web messaging. Furthermore, agents struggled with a...
“We wanted to be more agile — whether by routing customers differently or introducing new contact channels. And we want to provide customers with the same level of quality care in every channel, aiming to ensure first-contact resolution every time.”
Fixed-line, mobile, and broadband telecommunications operator in Ireland.
AI-powered customer experience orchestration platform for contact centers.
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