Revolutionary Transformation of
O2 Network Operation Centre
The challenge for customer call centres is to keep up with the pace of adaptation to increasing complexity of rising technologies without deteriorating customer service. To tackle this successfully, O2 Czech Republic turned to real-time analysis of collected, yet untapped data. The reactive and scalable solution was delivered in just 5 months.
Goal
Improve customer
experience
The goal was to handle the influx of unpredictable calls, effectively diagnose the problem during the call, shorten and divert the calls appropriately and preventively locate potential future issues
Solution
Transformation
of data evaluation
With deployment of BitSwan, we leveraged a complete customer understanding by analyzing multiple layers of data sources in real-time. We built a real-time data processing platform to get well-structured data and built a dashboard for CC agents to get a greater insight into the customers’ issues. All with sufficient capacity and speed.
Results
Improved
call quality
+
Call time
shorten
=
Cut
cost
"By deploying BitSwan, we understand the cause of network traffic congestion better and develop further without a vendor lock. So we are saving money while preserving good customer experience."
Jan Hruška
CTO O2 Czech Republic
