Telecom service provider are facing some of their most challenging times ahead. Is it in mobile or fixed telephony, internet access or multimedia service provisioning, the waves of consolidations and merger in the telecom business has breathed a number of challenges for those naturally service oriented organizations. And as many telecom companies, Universal telecom based in Sweden spends a big part of its budget into the customer service. A department that is one of their main assets because of the professionalism and the speed to answer customer’s issues.
Universal Telecom is a telecom operator mainly presents in Sweden and existing since 1998. Universal telecom offers its services to hundreds of thousands people across different countries. This company had to find a solution helping to delight their existing customers as well as efficiently boost their telesales performances.