Case Study: One of the World's Largest Telecommunications Providers achieves 30% reduction in after-call work and a 60-second average handle time cut with Uniphore U-Assist After-Call

Leading Telecommunications Company Slashes After-Call work and Average Handle Time to Streamline CX Operations

World’s Largest Telecommunications Providers, a Fortune‑20 telecom with 40,000+ agents, needed to streamline CX operations because inconsistent, time‑consuming after‑call summarization was inflating average handle time (AHT), increasing repeat calls and driving up staffing costs. They turned to Uniphore and its U‑Assist After‑Call solution to automate call categorization and post‑call summaries while preserving service quality.

Uniphore implemented U‑Assist After‑Call to capture conversations in real time, auto‑populate forms, and standardize summaries, reducing manual data entry and errors. The deployment delivered measurable gains: ~30% reduction in after‑call work, a 60‑second cut in repeat‑call AHT, 80%+ call summary accuracy (initial rollout showed 80% accuracy on 90% of calls), and immediate per‑agent time savings that lowered staffing needs and improved agent and customer experience.