Global Telecom Provider At a global telecom provider, employing 107,000 employees worldwide, Amelia has become the new face of their IT service desk. She is helping the company ensure that its employees remain productive and she is eliminating downtime in resolving issues. The company’s IT service desk is contacted more than a million times a year. Amelia offers the opportunity to keep up with 24x7 user demand. For example, at peak times such as Monday mornings, the team was getting stretched to capacity, making it difficult to ensure that every user was helped within a few minutes of reaching out for support. For more than 20,000 English speaking staff Amelia is now handling an 83% of IT Service Desk requests and has held more than 100,000 conversations. She is assisting with fir

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