Case Study Industry: Telecommunications A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million By implementing real-time desktop analytics Client Overview: A leading U.S.-based wireless and telecommunications service provider wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. To achieve this, the Fortune 50 Company wanted to analyze the desktop activities of the call center representatives around the clock. Requirements: In an effort to improve performance metrics, the client wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant

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