Great savings have been achieved with Danish telco TDC by using a solution from Dezide

AALBORG, Denmark - Oct. 8, 2013 - PRLog -- The results achieved so far speak for themselves:

· 8% reduction in the average call handling time

· 9% improvement in the ”first-time-fix” – problems that are solved in the first call

· 5% reduction in the total number of calls

· 7% improvement in customer satisfaction

To date TDC has implemented 230 workflows in Dezide which are used by more than 1800 contact center agents.

86% of all calls received by TDC Hotline are now handled with the help of Dezide and thereby gives TDC a valuable overview of the reasons why customers are calling TDC Hotline.

Background

In 2010 TDC needed to reduce customer service costs and improve self-service to maintain the leading role on the highly competitive Danish telecommunications market.

TDC introduced a company strategy which entailed to reduce customer service costs with 10% per year while maintaining quality and customer satisfaction.

At the same time TDC wanted to reduce the number of IT tools used by employees in their daily work and automate workflows as much as possible.

The contact center was responsible for identifying the options for optimizing and automating workflows and finding the IT solution that the strategy should be based on.

Dezide’s technology with guided troubleshooting workflows was evaluated to be the best IT solution on the market to achieve TDC’s strategic goals:

- It supports multiple channels and hence TDC’s strategy to have one knowledge base for many channels

- It is an intelligent and self-learning solution that automatically improves when used

- It allows automation by importing data from TDC’s CRM, billing and measurement systems

- It enables TDC to reduce costs and increase quality by automatically updating data in backend systems

- It increases information about the customer due to the detailed logging of all questions and answers in the Dezide system

- It ensures increased efficiency, quality and precision due to the built-in intelligence

The excellent results from the project are achieved mainly by restructuring and optimizing workflows, by using the same knowledge base for both self-service and the contact center, and by automating workflows via Dezide’s Data Collection Framework.

Christian Yde, technical project manager, Customer Interaction:

In TDC A/S, Dezide is viewed as a strategic IT solution that translates very complex business rules to operational procedures that are easy to follow and automatically presents the next logical step for the contact center agent. Dezide is therefore a critical element in our product design philosophy that enables us to make large process changes in a very short time.

Torben Jensen, VP Customer Care, B2B:

A Dezide guide is a really good tool for the contact center agent that ensures a more interactive and intelligent questioning process. Dezide automatically collects data about the customer’s broadband connection and analyzes the data much faster, more often and with higher precision than the agent is able to. Within Business (B2B) we have reduced the number of repeat calls (multiple calls on same problem) with 50% in 2 weeks and we can already now see a positive response from the customers.

About TDC

TDC is the leading Danish provider of telecommunications services and payment-TV with a leading market position across all segments of the home market.

In all other Nordic countries TDC is the biggest challenger on the business market.

TDC was one of the best performing telecommunications companies in 2012, measured according to value creation, customer satisfaction and employee pride.

TDC had revenues of around EUR 3.5B in 2010, more than 9 million customers and more than 10,000 employees.

URL: http://www.tdc.com and http://www.tdc.dk

About Dezide

Dezide is the leading provider of intelligent knowledge management systems to optimize customer service processes, based on guided troubleshooting workflows. Our solution works across a range of platforms (online, offline, mobile, apps, etc.) and provides a central knowledge base for many channels. Our guided troubleshooting technology is dynamic, flexible and self-learning – and can automate processes by importing data pertaining to the customer or the status of the failing product, system or service.

Dezide has customers in Europe, the US, Asia and the Middle-East and headquarters in Denmark.

See more at http://www.dezide.com.

Facts about the Dezide solution

Dezide’s technology is called Bayesian networks and is a modern type of artificial intelligence where probabilities of root causes and potential solutions are continually calculated based on information collected from the user and external systems in an automated manner (sensor data, alarm codes, customer data, etc.). This information is then used to suggest an optimized sequence of questions and solutions that reduce time and cost as much as possible. The system is capable of learning over time and improves itself automatically as it learns about typical causes of problems and the most relevant solutions.