Case Study: Telecommunication Service Provider improves customer experience analytics with Quantzig

Telecommunications Service Provider - Customer Case Study

Quantzig worked with a U.S.-based Telecommunication Service Provider that operated multiple brands, more than 30 contact centers, and 30,000 agents worldwide. The company struggled with very low first call resolution, high transfer rates, low digital and IVR containment, and rising customer dissatisfaction and attrition because it lacked visibility into the full multichannel customer journey.

To address this, Quantzig implemented customer experience analytics across the client’s transactional, behavioral, product, and demographic data, along with an interactive dashboard for sales and marketing teams. Quantzig helped the telecom provider better understand customer journeys, identify churn drivers, improve targeting, and refine its customer experience strategy, leading to stronger market penetration, improved customer management, higher ARPU potential, and better ROI from marketing campaigns.