Case Study – UPC

solvatio As Central Assurance Platform for UPC Switzerland

CUSTOMER
UPC, a subsidiary of Liberty Global, is a leading provider of communications and entertainment services in Switzerland and Austria.

CHALLENGE
In recent years, the complexity and variety of products and services on offer has increased dramatically. This presented UPC Switzerland’s customer support team with new challenges.

SOLUTION
In 2015, UPC Switzerland introduced solvatio as a central assurance platform for analyzing, handling and resolving customer issues. The key features of the platform are the provision and automation of all support processes, the integration with OSS and BSS systems, the automated interpretation of measured values and the complete documentation of support sessions.

RESULT
With the introduction of solvatio as a standard solution for solving customer issues, customer support at UPC Switzerland has been standardized and automated. This reduced the average processing time in the call center and achieved a high level of customer satisfaction.