Interactions 2024 - Las Vegas

Case Studies

Tbaytel Leverages CXone to Capture Customer Feedback, Transforms Voice of the Customer Program with 149% Increase in Net Promoter Score

Overview

Tbaytel provides telecommunications solutions, including TV, internet, phone, security and mobility services, to residential and business cus - tomers in Northern Ontario. Over its 110-year history, Tbaytel (formerly Thunder Bay Telephone) has become the largest independently owned telecommunications provider in Canada. Its 57 Customer Care agents located in Thunder Bay handle an annual contact volume of 506,400 interactions, which include inbound and out - bound calls, chats and emails.