C5i
Case Studies
Save Operating Costs by Using Insights to Drive Self-Service Initiatives
Overview
Save Operating Costs by Using Insights to Drive Self-Service InitiativesC5i |
Analytics & Modeling - Data Mining | |
Telecommunications | |
Data Science Services | |
Operational Impact
Identified key differences in Modem Reset process across various channels - WEB, IVR and INAV (call center) | |
Mapped user flow across channels with Success/ Failure rate | |
Identified segments and attributes driving calls to call center | |
Quantitative Benefit
High utilization of self-service channels | |
Reduction in operating cost by driving call center traffic to self-service channels | |