Case Study: Quickline achieves number one First Call Resolution with Dezide

Quickline - Customer Case Study

Quickline, a major telecommunications provider in Switzerland, faced challenges with its rapidly growing customer service operations. Their scattered knowledge and lack of structured processes led to long call times and inefficiencies. To improve quality and reduce costs, they partnered with vendor Dezide to implement its knowledge management and AI-powered Dezide Contact Center solution.

Dezide implemented its solution in three phases, integrating it with Quickline's existing CRM and ticketing systems and building a centralized knowledge base. The system automated troubleshooting using IoT data to answer questions accurately, eliminating the need for agents to switch between applications. This implementation by Dezide resulted in a 24% increase in First Call Resolution and a 39% reduction in Average Handling Time, making Quickline the top-rated customer service provider in Switzerland.

Quickline

Nick Gast

Chief Operating Officer