Improving customer service through digital connections

Business challenge

Provide competitive telecommunications services, including quickly identifying and addressing the root cause of mass outages and communicating effectively with customers about the impact and repair time.

Solution

Unisys identifies mass outages, directs field teams to the point in the distribution network where the actual problem occurred, and flags all customers affected by this problem; when customers call in to report an individual outage, they are informed by the IVR about the mass outage and the expected repair time.

Results and benefits

Reduced calls routed to agents by 80% since customers calling in to report an incident are automatically informed by the IVR if affected by a mass outage
Lowered the average call time by 50% because agents automatically get information on relevant mass outages as soon as an affected customer is connected through
Eliminated 80% of individual field visits at customer sites