Case Study: Leading Telecom Company saves 9,500 minutes daily and boosts customer & agent experience with EdgeVerve's AssistEdge

How a leading telecom company transformed its contact center operations by upgrading to the latest version of AssistEdge on-premise, across 150 + applications

Leading Telecom Company, a leading digital network in the UK, needed to modernize large-scale contact center automations without moving to the cloud or committing significant new budget. They wanted to leverage the latest features of AssistEdge while keeping deployments on-premise, managing complexity across hundreds of applications and thousands of users.

EdgeVerve upgraded the customer’s on-prem AssistEdge platform (seamlessly completed in about 3–4 weeks with zero downtime), consolidating automation across 3,500 users, 150 applications and numerous workflows. The upgrade delivered measurable impact: 9,500 minutes saved daily, 75% faster system log-on, 20% improved search times, improved agent and customer experience, and end-to-end automation aligned to enterprise strategy.