{"id":2144,"date":"2023-05-06T16:03:54","date_gmt":"2023-05-06T23:03:54","guid":{"rendered":"https:\/\/resolve.io\/?post_type=customer-stories&#038;p=2144"},"modified":"2023-06-01T11:52:18","modified_gmt":"2023-06-01T18:52:18","slug":"cable-wireless-it-automation-case-study","status":"publish","type":"customer-stories","link":"https:\/\/resolve.io\/customers\/cable-wireless-it-automation-case-study","title":{"rendered":"Resolve\u2019s Interactive Automation Delivers 360-Degree Visibility to Cable &amp; Wireless Communications"},"content":{"rendered":"\n<p>Cable &amp; Wireless Communications turned to Resolve\u2019s platform as a key part of their effort to consolidate their Call Centers. Specifically, Resolve\u2019s platform enables team efficiency and reduces escalations for Cable &amp; Wireless by empowering frontline agents to resolve issues on their own.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Objectives<\/h3>\n\n\n\n<p>Cable &amp; 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:<\/p>\n\n\n\n<ul>\n<li>Enable a \u2018same look and feel\u2019 for all CSRs<\/li>\n\n\n\n<li>Help CSRs answer as many calls as possible by providing diagnostic information prior to customer contact<\/li>\n\n\n\n<li>Allow multiple call centers to be completely interchangeable with Customer Service Centers<\/li>\n\n\n\n<li>Enable a \u2018single portal\u2019 for all support levels and internal workers<\/li>\n\n\n\n<li>Create a known and unparalleled customer experience<\/li>\n\n\n\n<li>Create a process which will capture all appropriate call details without additional work from the CSRs<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cResolve 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.\u201d<\/em>&nbsp;\u2015Andre Foster, CIO, Cable and Wireless Communications<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Solution Overview<\/h3>\n\n\n\n<p>For years, Resolve has consistently supported rapid validation, diagnosis, and troubleshooting for Cable &amp; Wireless Communications\u2019 network incidents resulting in reduced response times. With Level 1 agents empowered to resolve customer issues on the first call, everyone is happy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Key Benefits<\/h3>\n\n\n\n<ul>\n<li><strong>Unified Visibility and Control<\/strong>&nbsp;\u2013 Seamlessly integrate event management, ticketing, CRM, set top box management, provisioning manager, and other network equipment management into single user interface to validate, diagnose, and resolve issues fast and efficiently.<\/li>\n\n\n\n<li><strong>Targeted Troubleshooting&nbsp;<\/strong>\u2013 Leverage Resolve\u2019s Dashboard for visual consolidation of service health, billing summary, event monitoring, customer engagement support, and outage alerts<\/li>\n\n\n\n<li><strong>Faster Resolutions<\/strong>&nbsp;\u2013 Go from&nbsp;<strong>6 minutes to 4 seconds<\/strong>&nbsp;using operator-initiated lookups of associated troubleshooting processes, decision-tree support, software tools, and CSR scripting to guide customer engagements<\/li>\n\n\n\n<li><strong>Improved Service Delivery<\/strong>&nbsp;\u2013 Provide both local and regional teams with support, shared resources, and automation support for CRM\/TSRM integration<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cResolve has become our go-to Swiss Army knife. \u2026 It really helps deliver a 360 view of our customer.\u201d<\/em>&nbsp;\u2015Andre Foster, CIO, Cable and Wireless Communications<\/p>\n<\/blockquote>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column customerProfile is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Company Profile<\/h3>\n\n\n\n<p><strong>Industry:&nbsp;<\/strong>Telecommunications<\/p>\n\n\n\n<p><strong>Company Size:<\/strong>&nbsp;1,001 \u2013 5,000 Employees<\/p>\n\n\n\n<p><strong>About Cable and Wireless Communications:<\/strong><br>Cable &amp; Wireless Communications is an International Business Corporation (IBC) incorporated in 2004 under the Companies Act of Barbados. Privately held, Cable &amp; Wireless Communications is a diversified telecommunications company and its core business includes providing cable television services\u201a digital video, high speed internet access\u201a digital telephony, and corporate data services (retail). Through the deployment and operation of an undersea and terrestrial fiber optic cable network, Cable &amp; 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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/customer-stories\/2144"}],"collection":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/types\/customer-stories"}],"wp:attachment":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/media?parent=2144"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}