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CS-TL-Cover.jpgA leading global telecommunications provider was looking for ways to increase self-service completion rates, reduce unnecessary calls to customer care agents, while also reducing customer churn.

The insights from this project resulted in nearly $200M in cost savings in the first year alone.The needed better insight into the overall customer journey across a wide variety of channels. 

Using daily ClickFox Journey Datasets (JDS), they surfaced opportunities to improve the IVR system, reduce the amount of agent calls per month, and resolved routing issues preventing successful retention of at-risk customers.

Download the case study to learn how.