Case Study: COSMOTE achieves faster first-time call resolution with GoTo Rescue Live Lens

COSMOTE resolves over 90% of specialist support calls first time with GoTo

COSMOTE, the largest telecommunications provider in Greece, faced increasing complexity in resolving customer technical support issues. Many problems required lengthy phone calls and often necessitated costly home visits by a field technician. To improve its remote technical support, COSMOTE worked with vendor GoTo and utilized their Rescue service.

GoTo's solution was the implementation of Rescue Live Lens, which was integrated into COSMOTE's existing support service. This enabled support agents to visually see the customer's issue through their smartphone, leading to faster and more efficient problem resolution. The measurable impact was significant, as GoTo's technology enabled COSMOTE to resolve over 90% of calls requiring specialist support on the first call, drastically reducing the need for dispatches.

COSMOTE