Case Study

With little visibility to the complete customer journey, a large U.S. telecom provider experienced poor first call resolution (FCR), transfer rates, digital channel containment, and IVR containment, which caused high dissatisfaction and attrition rate. Using NICE IVR Optimization and Customer Journey Optimization, enterprise KPIs were improved, starting with an increase of 10% in IVR containment rates and hundreds of millions of dollars saved in a short timeframe.

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