Case Study: O2 Improves Customer Engagement Efficiency with Eckoh Self-Service Solutions

Self-Service improves O2's customer engagement efficiency

O2, a major UK telecommunications company, faced unsustainable call volumes and a high risk of fraud, which challenged its commitment to customer service excellence. To address this, O2, through its partner Capita, enlisted the vendor Eckoh to implement a customer service transformation project focused on self-service technology.

Eckoh’s solution involved a multi-phase rollout including an automated IVR for secure customer identification, natural language speech recognition (EckohASSIST), and Visual IVR for omnichannel self-service. This resulted in a 50% reduction in average handling time, a 22% reduction in overall call volumes, and the complete eradication of reported fraudulent activity. The project delivered significant cost savings for O2 and dramatically improved the customer experience.

O2

Mark Gait

Head of Customer Service