Helping a major European TELCO to increase productivity through automation and AI.

The background.

We partnered with a leading telecommunications provider in Italy who was grappling with the complexities of their day-to-day operations. Their workflows were heavily reliant on manual processes, which was proving to be a significant bottleneck.

For instance, a considerable amount of time was spent on manually transferring files using SFTP and the client's VPN. The assignment of tickets was also a manual task, and keeping track of these tickets involved juggling Google Sheets and emails. To top it off, generating reports was yet another manual endeavor.

All of these manual tasks were not only time-consuming but also prone to errors, hindering the company's overall efficiency and agility

The solution.

We tackled our clients' challenges head-on by implementing a suite of integrated solutions. To empower their agents, we deployed an Agent omni-solution, providing a centralized Ticket Control and Omni channel view that consolidates all essential data into a single, intuitive interface. We streamlined internal communication by enabling seamless, ticket-oriented collaboration directly within the agent workspace. Additionally, we automated the generation of reports and real-time dashboards, complete with automated KPI warnings to proactively address potential issues. To further enhance efficiency, we introduced SLA breaching auto prevention, ensuring service level agreements are consistently met.

For Agent Assist & Embedded Automation, we focused on automating manual, repetitive tasks, freeing up agents' time and boosting their overall work satisfaction. We implemented automated file processing and injection, alongside automated ticket creation and dispatching for Zendesk, ensuring comprehensive historical context is retained. Our rule-based automation and processing capabilities operate seamlessly across multiple systems, optimizing workflows and driving productivity.

The results.

Our collaboration with Zendesk and UI:Path on the Transcom Back Office solution has truly paid off. We've witnessed a remarkable surge in agent efficiency. In just four weeks of intensive deployment, agents are handling a whopping five times the number of client-assigned tickets within the same timeframe. It's a testament to the power of streamlined processes and intelligent automation.