SUCCESS STORY: ER-TELECOM Unleashing the power of digital to create a perfect customer experience ER-Telecom digital contact center innovation drastically improves agent performance and drives customer satisfaction Keeping up with shifting markets As one of Russia’s leading national telecom services providers, ER-Telecom operates in 566 cities and offers a comprehensive package of voice and data services, including landline telephony, broadband internet and cable TV offerings. Presently, the company controls about 13% of the cable TV market and 12% of the broadband internet access market in Russia. Customer migration—from voice to digital communication channels—is an obvious trend. To keep in line with customer expectations, ER-Telecom embraced an omnichannel customer exper

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