Case study · AI

Improving CX While Incorporating AI-Powered Technologies

The #1 U.S. telecom provider cut abandonment below 3%, reduced AHT by 20% and lowered operating costs by 32% as Fusion CX blended AI-based technologies with faster training, earning Vendor of the Year.
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Improving CX While Incorporating AI-Powered Technologies
30%+
market penetration within 12 months
Client
The #1 telecom service provider in the United States, a Fortune 50 company
Industry
Telecom · AI-enabled CXM
Services
Inbound support, outbound contact strategy, order fulfillment hand-off, CRM
Delivery
Outsourced contact center
The results

Vendor of the Year results.

Performance improvements delivered for the client.
<3% | call abandonment rate 20% | lower average handle time 75%+ | first-contact resolution 32% | lower operational expenses 6 weeks | training, down from 6 months 10% | faster average response times
01Challenge

Premium CX in a market that punishes poor journeys.

With increasing consumer sophistication, the client needed to embrace digital transformation and systematically automate operations for premium customer experience management. It had to end lengthy hiring and training cycles and avoid losing customers to competitors.

Digital transformation

Adopt AI-based tools and data analytics.

Staffing shortages

Lengthy hiring and training slowed fulfillment.

Handling efficiency

Better call handling without losing quality.

Competitive churn

Stronger outbound contact and order fulfillment.

02Solution

AI-enabled operations and faster training.

Fusion CX cut employee training from six months to six weeks and used individualized coaching to improve call handling, accelerating vacancy fulfillment and extending operating hours.

6-week training

Down from 6 months, with individual coaching.

AI-based technologies

Automation for premium CXM.

Digital self-service

Proactively guiding customers to digital channels.

New CRM

Efficient hand-off of orders to the back office.

03Impact

Results that earned Vendor of the Year.

A successful dialing strategy delivered over 30% market penetration within 12 months. Call abandonment fell below 3%, average handling time dropped 20%, first-contact resolution rose above 75% and client operational expenses fell 32%.

Average response times improved by 10%, and the client received the J.D. Power award that year, while Fusion CX was named Vendor of the Year.

Becoming an extension of the client's team made AI adoption and faster training work together.

04Key insights

What other programs can take from this.

  • Shorter, coaching-led training can fill vacancies faster without hurting quality.
  • AI-based technologies and digital self-service reduce handling time and operating cost.
  • A strong outbound dialing strategy can drive measurable market penetration.
Download the full case study

In this case study, you’ll see:

Why the #1 U.S. telecom provider needed digital transformation in its customer support
How AI-based technologies, faster training and a new CRM improved efficiency
The results that earned Fusion CX the Vendor of the Year award
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#1 U.S. Telecom Service Provider
Case study · AI

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    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
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