Case Study: Global Telecom Company achieves over 20% agent productivity improvement and better customer experience with EdgeVerve's AssistEdge Discover

One of the largest global telecom companies improves customer experience by augmenting agent productivity by 20%

Global Telecom Company, one of the world’s largest telecom providers, faced inconsistent customer experiences across thousands of contact-center agents and multiple geographies due to varied processes and no task-level visibility. To analyze agent interactions, standardize processes, and improve forecasting and training, they engaged EdgeVerve and deployed AssistEdge Discover (AssistEdge Discover Work Insights) for process intelligence and work insights.

EdgeVerve implemented AssistEdge Discover across more than 20,000 user machines to non-intrusively capture and analyze agent interactions, generate granular task maps, and deliver anonymized, role-based dashboards and reports. The solution identified training opportunities, standardized best process flows, and classified application usage — driving operational efficiency and augmenting agent productivity by more than 20% with zero disruption to operations.