Case Study: Tele2 achieves higher CSAT, conversions and call center efficiency with Now Interact’s AI-driven contact-channel solution

Tele2 - Customer Case Study

Tele2, a major telecom operator in Sweden and the Netherlands with millions of annual site visitors across Tele2 SE, Tele2 NL and its online-first sub‑brand Comviq, wanted to improve customer experience by understanding each real‑time web visit and personalizing which contact channels were shown. Faced with millions of diverse journeys and the need to bridge online behavior with call‑centre interactions, Tele2 sought an automated, scalable solution to offer the right channel to the right visitor at the right time without cannibalizing online sales.

Tele2 deployed Now Interact’s machine‑learning AI to infer visitor intent from on‑site behavior and route only relevant visitors to intelligent call‑backs, dynamic phone numbers or chat (for Comviq), while feeding advisors concise journey data. The result: higher CSAT, a ~50% reduction in call transfers for Comviq, zero cannibalization of online sales, significantly improved conversion (Now Interact leads convert ~3x better), and major lead uplifts (dynamic numbers +71%, call‑backs +74% over 17 weeks), plus more efficient, empowered agents.

Tele2

Isabella Henschel

Sales Manager