Case Study: O2 improves customer service efficiency with S1Gateway

O2 serves their clients faster and with more e!ciency by integrating their MyO2 App to the S1 Platform

MyO2, the mobile customer service app for O2, needed a new way to manage customer conversations because its existing tool lacked the required functionality. O2 also needed a scalable, flexible solution that could support asynchronous messaging and highly specific business rules for its service operation. S1Gateway provided the S1 Platform to meet those needs.

S1Gateway integrated the MyO2 app with the S1 Platform, hosting the solution in AWS Ireland to meet GDPR requirements and customizing workflows, queue management, surveys, analytics, and data masking. After four years, O2 was running 181 agents on S1, had automated conversation categorization, improved reporting and decision-making, and moved all mobile chat to S1. The implementation is now supporting around 1.6 million ASM conversations and helping O2 deliver stronger digital customer experience outcomes.

MyO2