Cable & Wireless Communications implemented the Resolve Platform to stop the ping-pong effect which often occurs when L1 engineers have to escalate incidents to L2 and L3 engineers for resolution instead of being empowered to directly and timely impact the customer support process themselves.
Cable & Wireless Communications Objective
Cable & Wireless Communications was looking for a robust solution to provide all engineers, L1 to L3, with a common toolset empowering frontline customer service reps to prevent escalations and resolve calls faster.
Resolve Systems Solution
Resolve has consistently been able to quickly validate, diagnose and troubleshoot Cable & Wireless Communications’ network incidents resulting in reduced response times because L1 agents are now empowered to resolve customer issues on the first call.
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