Case Study: TIM Brazil reduces misrouted calls by 40% with OpenText Operations Bridge Analytics

Global telecom provider increases savings and leverages data to improve customer experience with Operations Bridge Analytics

TIM Brazil faced a complex IT environment with massive volumes of IVR and service-bus data, making it difficult to troubleshoot issues quickly and understand how call volume affected system performance. Using OpenText Operations Bridge Analytics, the company needed better visibility into business and technical metrics and faster problem detection.

OpenText implemented Operations Bridge Analytics to provide a single-dashboard view with machine-learning-based log and event analytics, real-time anomaly detection, and root-cause insights. As a result, TIM Brazil reduced misrouted and unnecessary agent calls by 40%, lowered call handling costs, and improved customer onboarding, which helped strengthen customer loyalty and market share.

TIM Brazil

Pedro Bomente

IT Manager