Case Study: Oldest Communications Company achieves 40% AHT reduction with EdgeVerve AssistEdge Engage

How the world’s top communications company transformed operations to reduce AHT by 40%

Oldest Communications Company, a London‑headquartered multinational and long-standing leader in fixed-line, broadband, mobile and enterprise services, faced inefficient, legacy-driven operations that slowed service delivery and degraded customer experience. Agents juggled dozens of thick and thin applications, manual searches and multiple browser windows, causing inaccuracies, heavy dependence on experienced staff and an inability to scale — a challenge they addressed with support from EdgeVerve using AssistEdge Engage.

EdgeVerve implemented AssistEdge Engage to provide single sign‑on and automated launch for 200+ applications, intuitive dashboards and one‑click searches, embedding logic to reduce SME dependency and process bottlenecks. The solution cut average handling time by 40%, boosted system log‑on speed by 95% and enabled rapid, accurate information retrieval, freeing resources for scale and improving overall customer service.