Case Study: North American Telecom Provider achieves faster customer service and greater call-center efficiency with TIBCO Software's Connected Intelligence platform

North American Telecom Provider Speeds Customer Service

A North American telecom provider that delivers TV, internet, and communication services needed to give call‑center agents instant access to every customer’s interactions and account details to improve service and retention. Long data‑load wait times and limited analytics in the first gateway version slowed agents and degraded the customer experience.

The company deployed the TIBCO Connected Intelligence platform (including BusinessWorks, BusinessEvents, and REST APIs) to build a new, fully integrated gateway that loads customer data instantly, shows six months of billing and device information, and supports device resets and automated troubleshooting. The result: capacity increased 38% (from 3,400 to 5,400 unique daily users), roughly 100,000 accounts are loaded daily, agents resolve issues faster, and the provider can deliver new functionality to market more quickly.