[Case Study] Top Carrier Transforms CX with Asynchronous Conversations

Image Credit: Nuance Communications

Enabling customers to engage with telcos when and how they want is a must have - and it's also key for helping agents be as productive as possible. That's why a top North American carrier uses asynchronous conversations on its website and messaging channels to let customers pause engagements and pick them back up whenever they like, without losing context.

Read the case study to find out how adding asynchronous capabilities to its deployment of Nuance Live Chat has helped the carrier enhance digital customer engagement while empowering its agents.

You'll discover how the carrier:

1. Gives customers seamless, convenient experiences

2. Reduced average handle time by 26%

3. Projects a $4.7M increase in annual sales due to increased agent productivity

1 February 2021 / Nuance Communications Case Studies / By Ray Sharma