Case Study: TDC achieves 75% reduced training time with Dezide

TDC reduced training time by 75%

TDC, a leading Danish telecommunications provider, faced significant challenges with a complex and unwieldy call centre IT landscape. Their Microsoft CCF framework consolidated 59 disparate systems but remained confusing, degraded performance, and imposed heavy training burdens on agents. They sought a solution to create a single, simple interface for their customer service representatives.

TDC built a new unified agent application, the Customer Interaction Portal (CIP), using the Dezide Web Service API as its strategic information backbone. Powered by Dezide, the CIP dynamically presents agents with only the necessary customer data and tools at the right time, streamlining the support process. This solution reduced agent training time by 75% (from 8 weeks to 2), increased First Time Right by 27%, and significantly improved customer satisfaction.

TDC

Christian Fuglsang

IT Development Director