Case Study: Telecommunications Services Providing Company improves outage response and customer service with Unisys Network Services

Maintaining Market Leadership Through Improved Customer Service At Lower Costs

Telecommunications Services Providing Company needed to maintain competitive service levels while reducing the cost and complexity of handling mass outages. The company wanted to quickly identify the root cause of large-scale service disruptions and communicate accurate repair information to customers as efficiently as possible. Unisys provided Network Services to support this outage identification and customer communication challenge.

Unisys implemented a solution that detects mass outages, directs field service teams to the actual problem location in the distribution network, flags affected customers, and informs callers through the IVR system about the outage and expected repair time. The results were significant: calls routed to agents dropped by 80%, average call time was cut by 50%, and 80% of individual field service visits at customer sites were eliminated.