Case Study: COSMOTE achieves 90%+ first-time call resolution and 94% customer satisfaction with GoTo's Live Lens

How Rescue Live Lens enables COSMOTE to resolve over 90% of calls requiring specialist support the first time

COSMOTE, Greece’s largest fixed and mobile network operator, faced rising complexity in customer support as smart devices and interconnected services increased demand for expert troubleshooting. COSMOTE had used Rescue — part of the GoTo family — since 2011, but many issues still required lengthy calls or home visits, creating a need for a faster, more visual remote-support option.

COSMOTE ran a proof of concept for GoTo’s Live Lens (adding Greek language and customizations) and integrated it into its COSMOTE UFixit service alongside Rescue + Mobile. GoTo’s zero‑download Live Lens allowed COSMOTE to deploy 28 licences (three agents each = 84 reps), handle ~50–70 specialist callers weekly, achieve >90% first‑time resolution on those calls and 94% "very satisfied" customer ratings, and extend the tool to field technicians.

COSMOTE

Nikos Androutsopoulos

Customer Service and Process Design Senior Specialist