EASY AND POWERFUL INTEGRATION
Of solvatio with the IVR by UPC
UPC is a leading communication and entertainment provider in Austria and Switzerland. Internal analyses at UPC’s showed that inquiries about various peripheral systems (such as network infrastructure, customer devices) greatly prolong the time needed to diagnose the customer’s issue, negatively affecting call handling time and customer experience.
HOW CSPs CAN BOOST FIRSTLEVEL SUPPORT
And their support ticket system
After the linking of solvatio to the IVR, peripheral system queries and analyses are carried out in the background while customers wait for a call agent to take over their issue.
By integrating solvatio with UPC’s IVR, it was possible to reduce the call handling time by 20% because the peripheral system queries had been completed in most cases before the call agent took the call. This also improved the customer experience.
“The interaction between IVR and solvatio was easy to implement using the standard solvatio Northbound interface and did not require specific customizing.”
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