$1.3 MILLION

IT OPERATIONS COSTS

SAVED MONTHLY

Save Monthly Cost for Operation Center

The Resolve Platform significantly improved efficiency, accuracy and responsiveness for Consolidated Communications.

  • Take new employees and make them as productive as their longest-tenured engineers
  • Estimated 1.7% of Consolidated Communications revenue is going straight to the bottom line

“The tools we’ve been able to develop using the Resolve Platform have provided us continual monthly savings of over one million dollars.”

-Darin Tiemann
Manager, Network Tools & Automation
Consolidated Communications

Cut Time for Incident Diagnostics

Get a success snapshot of Resolve through Consolidated Communications’ experience:

  • Cable and Wireless Support Technicians spent six minutes, on average, manually gathering data from a broad spectrum of infrastructure services to diagnose customer issues
  • Resolve aggregated data in four seconds, on average; shrinking customer wait times and optimizing technician productivity

“Resolve is our go-to Swiss Army knife that helps deliver a 360 view of incidents and customer problems.”

-Andre Foster
CIO, Cable and Wireless Communications

Cable & Wireless Communications

6 MIN vs. 4 SEC

TIME CUT

FOR INCIDENT DIAGNOSTICS

Cable & Wireless Communications

A Customer Success Story

“Resolve enables the front line CSRs to not just be ‘first call responders,’
it actually makes them the first call to resolution.”
—Andre Foster | CIO, Cable and Wireless Communications

6500

CUSTOMER CALLS

ELIMINATED MONTHLY

Eliminate Monthly Customer Calls

Resolve eliminated 6,500 calls per month related to Virgin Media’s Interactive Voice Response system.

Resolve is also implemented to:

  • Process and update events
  • Analyze existing tickets and events
  • Create and update tickets

“For the initial implementation of a single runbook, Resolve helped us to get a 21% reduction in customer calls related to HFC issues, a 46% reduction in ICOMS faults, and a reduction of 6.5k calls no longer escalated to the help centre”

—Virgin Media

Virgin Media Logo

Increase Support Staff Productivity

Another enterprise, Charter Communications, grew its network by an estimated 30% and it did not have to hire additional support engineers.

  • Cable and modem incidents are resolved 30x faster
  • The Resolve Platform is estimated to be doing the work of 300 full-time engineers

“Resolve is responsible for doing the work of 300 full time engineers.”

—Charter Spectrum

30% INCREASE

IN SUPPORT STAFF

PRODUCTIVITY

Accelerate Incident Response and Automation Today.

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