Case Study

Using CEP To Improve Customer Service

A Case Study Of A European Mobile Telecommunications Company

May 14th, 2008
CB
Charles Brett
With contributors:
Mike Gilpin , David D'Silva

Summary

Telecommunications companies confront a high volume of inbound calls that deal with many different topics and problems. It is important for these companies to have valuable interactions with their customers as quickly as possible, whether they are solving a problem or finding a service plan to satisfy a customer. Forrester spoke with a telecommunications company that implemented complex event processing (CEP) to improve customer service. After incorporating CEP into its business processes, the company was able to decrease the time spent on calls by 18%, increase the sales of data plans by 27%, and create a simpler working environment for its customer service agents.

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