Client Situation
Our client is a prominent provider of cutting-edge network communications and technology solutions. It serves a diverse clientele comprising consumers, small businesses, enterprise organizations, and carrier partners across the US.
Their contact center operations include support to premium customers and addressing issues from Wi-Fi connectivity to billing. However, despite their prominence, they struggled to comprehend customer issues faster and complete resolutions. The absence of personalized interactions and mounting unresolved issues contributed to customer dissatisfaction.
They partnered with Prodapt to enhance their strategy with Gen AI solutions to tackle these challenges. The initiative aims to streamline communication channels, elevate the overall customer experience, boost agent productivity, enhance operational efficiency, and increase customer satisfaction by reducing customer calls and chats.