Legacy silos forced agents to toggle screens. AI now suggests answers and cuts call logging from 80s to moments.
One of the UK’s largest connectivity providers, formed by a 2021 merger that combined broadband, home phone, and mobile services into a complex ecosystem of siloed legacy operations.
Disparate systems forced agents to toggle between multiple screens to resolve queries, leading to frequent customer transfers. Staff spent 80 seconds...
“The integration of advanced AI and cloud technologies has significantly enhanced VMO2's customer service and employee satisfaction and supports our unwavering commitment to delivering industry-leading customer experience.”
Telecommunications provider offering mobile, broadband, and television services.
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