Case Study: World's Largest Telecom Company achieves 20% agent productivity gain with EdgeVerve's AssistEdge Discover

A global telecom company improves customer experience by elevating agent productivity by 20%

World's Largest Telecom Company, a leading global provider of fixed-line, wireless, internet and cloud services, faced inconsistent agent performance and customer experience across multiple geographies. With thousands of contractors and contact center agents handling millions of requests, the company lacked task‑level visibility into agent interactions and needed to identify training, standardization and resource‑planning opportunities; they engaged EdgeVerve and its AssistEdge Discover work‑insights platform to address this challenge.

EdgeVerve deployed AssistEdge Discover on over 20,000 user machines to non‑intrusively capture task‑level interactions using ML/AI, producing granular task maps, application‑usage analytics and anonymized, role‑based dashboards. The insights enabled targeted training, process standardization and better forecasting, driving over 20% improvement in agent productivity with zero disruption to operations while maintaining strong data privacy and security.