A1 Hrvatska case study
In recent years, customer habits and expectations have rapidly changed and evolved. As a result, operators and service providers have an even more challenging task than before to provide quality content on any device for them to enjoy. Learning about user behavior as well as their problems can become very frustrating due to the amount of data that can be collected. Capturing the right information in real-time is key for care teams to better contribute to customer satisfaction.
A1 Hrvatska is part of A1 Telekom Austria Group – the leading provider of digital services and communication solutions in Central and Eastern Europe. A1 Telekom Austria Group operates in seven countries and provides services to approximately 24 million customers.
A1 Hrvatska recognized the trends in the world and decided to get ahead of the game when it comes to new technologies and ways of working. They wanted to take advantage of technologies that offer us possibilities that seemed too futuristic twenty years ago, but are now accessible to almost everyone. Without a doubt, A1 Hrvatska strives to improve the digital experience of its customers with innovations and powerful solutions.
Driven by this passion for innovation and determined to reinvent standard customer support processes and transform them into new digital workflows for both customers and customer service agents, A1 Hrvatska engaged leading technology companies – Bulb and Agama – to provide a powerful automation solution for its Customer Care center and ensure seamless integration with its existing DTV platform.
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To our great relief and satisfaction, with collaboration and coordination, Agama and Bulb overcame a big obstacle to get the video data to Cempresso thus reducing time for agents for troubleshooting by having all the data in one tool. It was essential to get the right conclusion where the problem is and to empower Customer Support to remedy problems in real-time.
— Kristijan Rebelić
Quality Management Team Leader, A1 Hrvatska