Case Study: Telefónica O2 Ireland cuts 6,000 calls/month and improves customer experience with Verint Systems' Impact 360 Speech Analytics

Telefónica O2 Ireland - Customer Case Study

Telefónica O2 Ireland, a leading mobile provider serving over 1.7 million customers with ~1,150 employees and a 300‑agent contact centre, needed deeper insight into the drivers behind customer calls. Although it already used Verint’s Impact 360 Workforce Optimisation for recording, quality monitoring and scheduling, O2 wanted to systematically uncover the root causes of repeat and avoidable contacts to maximise customer experience and first‑call resolution.

By adding Impact 360 Speech Analytics to its existing suite, O2 mined spoken and behavioural data to expose billing, web logon and password‑reset issues and route more enquiries to self‑service. Fixes driven by the analytics reduced call volume (about 2% from the password reset change and 1% from web logon improvements), lowered repeat calls by an estimated 6,000 calls per month, freed advisor capacity, improved first‑time resolution and delivered measurable operational savings across the business.

Telefónica O2 Ireland

Eibhlin Payne

Head of Customer Care