Cable & Wireless Communications turned to Resolve’s platform as a key part of their effort to consolidate their Call Centers. Specifically, Resolve’s platform enables team efficiency and reduces escalations for Cable & Wireless by empowering frontline agents to resolve issues on their own.
Cable & Wireless Communications was looking for a robust solution to provide all engineers, from Level 1 to Level 3, with a common toolset empowering frontline customer service reps to prevent escalations and resolve calls faster. Additionally, the team was looking to:
“Resolve is a big part of the effort to consolidate our call centers into one single location which will service the entire region. From that perspective, Resolve is key to the success of our consolidation initiative.” ―Andre Foster, CIO, Cable and Wireless Communications
For years, Resolve has consistently supported rapid validation, diagnosis, and troubleshooting for Cable & Wireless Communications’ network incidents resulting in reduced response times. With Level 1 agents empowered to resolve customer issues on the first call, everyone is happy.
“Resolve has become our go-to Swiss Army knife. … It really helps deliver a 360 view of our customer.” ―Andre Foster, CIO, Cable and Wireless Communications
Company Size: 1,001 – 5,000 Employees
About Cable and Wireless Communications:
Cable & Wireless Communications is an International Business Corporation (IBC) incorporated in 2004 under the Companies Act of Barbados. Privately held, Cable & Wireless Communications is a diversified telecommunications company and its core business includes providing cable television services‚ digital video, high speed internet access‚ digital telephony, and corporate data services (retail). Through the deployment and operation of an undersea and terrestrial fiber optic cable network, Cable & Wireless Communications also provides telecom capacity and IP services to large international telecom carriers, internet service providers and other value-added service providers (wholesale). It operates in 42 countries throughout the greater Caribbean, Andean, and Central America region.