Case Study: Nex-Tech Wireless

CUSTOMER PROFILE

CHALLENGE

Nex-Tech Wireless operates as a regional wireless carrier across its own network of towers as well as roaming capacity. It ran for years on the same on-premises contact center system. There was no flexibility to add new channels or to manage multiple contact channels in a unified queue. Supervisory practices relied on obvious in-person cues such as a raised hand or looking in on a call lasting longer than a certain threshold. Call recording and quality management practices were limited.

SOLUTION

By selecting CXone Mpower, Nex-Tech Wireless promptly gained several capabilities needed to stay competitive and relevant. With Omnichannel Routing, Nex-Tech Wireless has been able to add live chat, text messaging (SMS), and chatbot capabilities. Quality Management has unearthed several areas which need greater focus by supervisors in both general customer support as well as technical issues. In turn, that emphasis has helped Nex-Tech Wireless continue to hit its monthly average hold time targets. Nex-Tech Wireless also has gained much greater visibility into schedule non-compliance, particularly long stays in off-hook status, and daily statistics are used by both call center leadership and the C-suite. The company now knows how to enforce sensible limits on the number of agents able to take breaks and lunches simultaneously while keeping service levels high.