Largest Telecommunications Group in the Americas Selects OverIT’s SPACE1 SaaS Solution to Support Advanced AI-Based Remote Assistance for Over 2,000 Call Center Agents
The largest telecommunication company in the Americas has selected OverIT’s SPACE1 to help transform the customer experience for their broadband and television services for their users in the Americas. SPACE1’s unique ability to combine augmented reality-powered remote assistance with guided digital instructions delivered improved interactions between agents and customers, resulting in the telco group choosing SPACE1 during testing to replace their existing remote assistance platform.
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This Telco giant was looking for a solution that could support the following:
- Real-time customer engagement from SMS or WhatsApp for session control and collaboration
- Digital work instructions for agents
- Intelligent indexing and re-purposing of interactions for training and knowledge management
Agents being able to interact easier with end-customers by having preliminary virtual calls to triage results in reduced field technician visits to customer homes by 50% and improved first-time fix rates by 70%. Using Artificial Intelligence, agents from 7 different call centers are equipped with more efficient tools in real-time. They can interact, capture, and record their experiences with the end-customer, which are then processed by and shared within the entire organization.
One of the Telco group’s essential requirements was the ability for SPACE1 to integrate seamlessly into their current tools. SPACE1’s proven track record with integration has presented them with the right choice for their business compared to other AR providers.
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“The selection of OverIT’s SaaS offering by the largest Telecommunications group in the Americas marks a new milestone for OverIT’s SPACE1 supporting B2C business models. OverIT’s industrial-grade AI-based remote collaboration and knowledge management platform is unparalleled in the industry and the only capable of offering complex virtual collaboration scenarios. This contract definitely strengthens the explosive growth of the subsidiary in North America“, said Alejandro Nestares, SVP and GM OverIT Americas.
Backed by US capital with development headquarters in Italy and main US offices in Boston and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries.
