Case Study: European Multinational Telecommunications Company achieves up to 55% AHT reduction with EdgeVerve AssistEdge Engage

A European telecom reduces AHT by 55% and delights its customers with the best-in-class experience

The European Multinational Telecommunications Company, one of the world’s largest mobile operator groups, faced rising pressure to improve customer experience while cutting contact‑center costs. The company needed to boost agent efficiency, reduce churn, unify mobile and fixed CRMs, eliminate multiple application logins, and save agent time. To address this, they engaged EdgeVerve and its AssistEdge Engage platform to drive a rapid audit, redesign and deployment across legacy systems.

EdgeVerve implemented AssistEdge Engage to provide a unified single‑view panel, automated login modules and dashboards for UK mobile agents, and optimized six high‑impact journeys (including Sim Swap and Account Address Change). The solution eliminated multiple logins and consolidated customer data, delivering measurable gains: an average AHT reduction of 40% across operations and a peak 55% AHT reduction for Sim Swap, alongside notable improvements in agent productivity, service quality and time savings.