Exceptional service through customer centricity

Efficient new call-center system quickly drives operational efficiencies

Customer service is absolutely vital in the telecommunications and cable industries. Retaining customers, acquiring new ones, and ensuring they have their needs met is a difficult balance to strike, especially for companies with siloed, legacy customer service systems.

Capgemini and Pega stepped in to work with a leading telecommunications and cable provider to ensure that its service capabilities were ahead of the curve. Through customer data unification and a Next-Best Action predictive algorithm, service agents are able to be more efficient, solve issues in less time, and even reduce the number to technicians and trucks that are required to be out in the field.

Are you looking to enhance your service team’s operational efficiency? Read our story and feel free to contact us to learn more.

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