Customer Spotlight: U.S. Cellular's Journey into Automation
Sean Noonan, Manager of Engineering Automation and Sunil Desai, Senior Manager, at US Cellular, discuss the value of Resolve’s automation and incident resolution technology, and what sets Resolve System’s apart from the other automation and technology solutions. Their top business priorities included:
- Reducing the number of tickets and events within the NOC and creating a better customer experience
- Leveraging automation technology to help increase business efficiency and capacity
- Maintaining existing headcount while introducing new technology
- Standardize processes to empower L1 agents to resolve incidents without escalating to subject matter experts
Watch to find out how Resolve reduced U.S. Cellular’s MTTR from 60+ minutes to 3 minutes.