Three UK’s exponential growth in recent years placed new demands on customer care. With millions of phone calls coming into the contact center each month, the company needed to adapt to changing customer care requirements.

Three Uk’s Objectives with Resolve

Three UK needed to reduce diagnostic times and escalations for more efficient customer calls within a scalable platform. The company also needed agents to input and track data from one location instead of fumbling through a complex set of systems.

Solution

The Resolve platform has enabled Three UK to reduce call times and diagnostic times from 20 minutes to two minutes. Resolve also automated 500 potential diagnostic outcomes into a single pane incident resolution dashboard.

  • Improved Customer Experience
  • Accelerated Incident Resolution
  • Increased Employee Productivity
  • Reduced Operational Expense
  • Human-Guided Automation
  • Incident Resolution Dashboard
  • End-to-End Automation
  • Analytics & Process Improvement

“Our front line can now access diagnostic data to solve customer issues on the first call without escalation”

— Three UK

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