Cable & Wireless Boosts First-Contact Resolution with Resolve’s Interactive Automation and 360-Degree Visibility

Organization Profile

Industry: Telecommunications
Company Size: 1,000+ Employees
Region: Caribbean, Central America, and the Andean Region
Services: Cable TV, digital video, internet, telephony, and enterprise data services delivered across 42 countries via high-capacity, regional network infrastructure

Empowering Agents to Resolve More—and Escalate Less

Cable & Wireless Communications (C&W) needed to consolidate its call center operations while raising service quality across all customer-facing teams. Fragmented systems, inconsistent agent tools, and reactive workflows created inefficiencies that slowed down resolutions and escalated too many calls to higher tiers.

The company set out to empower agents at all levels—especially Level 1—with real-time insights, repeatable troubleshooting steps, and a unified view of service health. This would allow C&W to:

• Reduce escalations from frontline agents
• Enable a consistent "look and feel" across all CSR tools
• Establish a single portal for support, diagnostics, and automation
• Improve call resolution speed and customer satisfaction
• Capture complete call context without burdening CSRs
• Consolidate operations under one regional service center

"Resolve is a big part of the effort to consolidate our call centers into one single location which will service the entire region," said Andre Foster, CIO at Cable & Wireless. "From that perspective, Resolve is key to the success of our consolidation initiative."

Interactive Automation in Action

C&W deployed Resolve Actions to power its intelligent support workflows. Over time, Resolve evolved into the central platform for triaging and resolving customer service and network issues—reducing response times, improving visibility, and creating a more agile support structure.

Level 1 agents are now equipped to resolve complex customer issues on the first call, without escalating to higher tiers. Diagnostic automation, real-time lookups, and guided decision trees give reps the tools to quickly identify issues and execute fixes—all from a single interface.

Results That Transform the Service Experience

Cable & Wireless has seen measurable improvements in speed, consistency, and agent empowerment:

• Resolution times reduced from 6 minutes to 4 seconds
• Unified console integrates CRM, ticketing, event data, billing, and device status
• Operator-initiated troubleshooting replaces manual guesswork
• Shared automation workflows enable seamless collaboration between regional and local teams
• Consistent agent interface supports interchangeable call center operations
• Improved first-call resolution, reduced escalations, and enhanced customer experience

"Resolve has become our go-to Swiss Army knife," said Foster. "It really helps deliver a 360 view of our customer."

A Foundation for Regional Scalability

By deploying Resolve, Cable & Wireless not only improved incident response but also laid the groundwork for broader service unification. With a single support portal and consistent agent tooling, the company can now standardize how support is delivered—regardless of geography or team.

Resolve's flexible automation capabilities, embedded decision support, and integrations with key systems made it the ideal platform to support the company's strategic consolidation initiative and future-proof its service operations.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how telecom leaders like Cable & Wireless are redefining service performance with Resolve.