A global telecommunications and technology provider partnered with Conduent to improve customer experiences by addressing slow order processing, long sales closure times, and excessive call backlogs. Conduent applied speech analytics to monitor call flow and compliance, used data analytics to identify and reduce call backlogs, and deployed robotic process automation to streamline order processing and reporting. These measures eliminated redundant agent tasks and improved efficiency. Results included an 80 percent increase in order processing speed with 100 percent accuracy, reduced order closure times by 117 seconds, improved average call handle time by 30 seconds, and a 15 percent decrease in call backlogs.

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