Cable & Wireless Communications implemented the Resolve Platform to stop the ping-pong effect which often occurs when Level 1 engineers have to escalate incidents to Level 2 and Level 3 engineers for resolution instead of being empowered to directly and timely impact the customer support process themselves.

Cable and Wireless Communications’ Objectives with Resolve

Cable & Wireless Communications was looking for a robust solution to provide all engineers, L1 to L3, with a common toolset empowering frontline customer service reps to prevent escalations and resolve calls faster.

Solution

Resolve has consistently been able to quickly validate, diagnose and troubleshoot Cable & Wireless Communications’ network incidents resulting in reduced response times because L1 agents are now empowered to resolve customer issues on the first call.

Fully, seamlessly integrate event management, ticketing, CRM, set top box management, provisioning manager and other network equipment management into single user interface to validate, diagnose, and resolve issues fast and efficiently.

  • Leverage Resolve’s Dashboard for visual consolidation of service health, billing summary, event monitoring, customer engagement support, outage alerts
  • Operator initiated lookup of associated troubleshooting process, knowledge, decision tree, software tools, CSR scripting to guide customer engagements
  • Provide both local and regional teams with support, shared resources and automation support for CRM/TSRM integration
  • Implement automation for Event Management and embedding Knowledge Processes to provide cross-silo automation support for customer care and workflow processes
  • Automation for Event Management and Knowledge Process providing cross silo automation support for customer care, workflow processes
  • Speed up CSRs to enable answering as many calls as possible by providing as much information as possible prior to connection between the CSR and customer
  • Enable a ‘same look and feel’ for all CSRs
  • Allow multiple call centers to be completely interchangeable of Customer Service Centers
  • Enable a ‘single portal’ for all support levels and internal workers
  • Create a known and best customer experience
  • Create a process which will capture all call details as appropriate without additional work from the CSRs
Cable & Wireless Communications

“Resolve has become our go-to Swiss Army knife. … It really helps deliver a 360 view of our customer.”

— Andre Foster, CIO, Cable and Wireless Communications

Accelerate Incident Response and Automation Today.

Cable and Wireless Communications’ Testimonials

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