Case Study: Tele2 achieves higher customer and employee satisfaction with Verint Systems' Knowledge Management

Tele2 - Customer Case Study

Tele2 Netherlands, a major telecom provider, faced the challenge of delivering consistent, accurate answers across a dispersed customer care organisation—multiple offices, an external call centre and retail stores—where inconsistent information could drive customer dissatisfaction and repeat calls. The company wanted a knowledge management system to enable first-call resolution and ensure employees everywhere could quickly access the right product and service information.

Tele2 implemented Verint Knowledge Management, restructuring and categorising existing content (migrated from KANA IQ), writing agent-friendly guidance and rolling the system out in phases with input from team leaders and other countries. The result: faster, more consistent call handling, higher customer and employee satisfaction, reduced training time through better knowledge transfer, and a platform that now underpins operations and is being adopted by more departments.

Tele2

Ingrid van der Fits

Customer Service Experience Manager