Case Study: Telia Finland reduces Average Handling Time by 30–50% and enhances customer experience with NICE Systems' NEVA Assist

Telecom Network drives enhanced customer experience with attended automation

Telia Finland Oyj, a modern telecommunications and media company serving 4.3 million subscribers with ~4,000 employees, needed to boost customer satisfaction, employee engagement and productivity while cutting costs. Its contact-center agents struggled with multiple legacy systems, outdated customer data and heavy after‑call work, which drove up Average Handling Time (AHT) and reduced service quality.

Telia deployed NICE NEVA attended automation integrated with RPA, machine learning and analytics to surface real‑time customer summaries, automate desktop tasks and streamline after‑call work, supported by strong change management and Agile rollout. The program delivered 30–50% reductions in AHT, real‑time customer insights, improved automation and customer experience, and significant cost savings, with plans to expand the solution across the business.

Telia

Topias Huovinen

Senior Manager