Case Study: Vividwireless achieves improved call‑center efficiency and double‑digit Net Promoter Score with Oracle Service Cloud

vividwireless Improves Call-Center Efficiency, Enhances Customer Experience, and Achieves Higher Net Promoter Score than Competitors

vividwireless, an Australian 4G internet provider founded in 2010, needed a simple, flexible, and scalable CRM to support domestic and offshore call centers, reduce operating costs, and improve customer service with online self‑service and faster issue resolution—without being locked into a single vendor. The company sought a solution that would give agents a unified view of customers and scale easily as the business grew.

vividwireless implemented Oracle Service Cloud across call centers in Australia and the Philippines, integrating it with billing and other systems and going live within about six months. The platform delivered a single customer repository, improved self‑service (FAQs, coverage maps, troubleshooting), faster agent resolution, and built‑in analytics and surveys—resulting in higher call‑center efficiency, lower IT and training costs, actionable customer insights, and a double‑digit Net Promoter Score versus competitors’ single‑digit scores.

Vividwireless

Chris Carroll

Manager of Marketing, Sales and CX