Agents juggled 200k social messages across scattered apps. Now, AI automates routing to a unified workspace, lifting capacity nearly 40%.
Portugal's leading telecommunications and technology provider receives 200,000 inbound customer inquiries annually across multiple brands spanning core telecom, technology services, and cinema distribution.
Customer interactions across Facebook, Instagram, WhatsApp, and YouTube were fragmented and difficult to track without a centralized management...
“The telecom industry is highly demanding in terms of social engagement. Our goal is to deliver exceptional customer experiences across all NOS brands on the messaging platforms that customers use daily. We needed a modern platform to unify these channels, allowing our agents to manage conversations more efficiently and effectively.”
Telecommunications and media provider of mobile, broadband, and television services.
AI-powered customer engagement and workforce optimization platform.
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