1st Line Support Testing

40%
40% Reduction in Mean Time To Resolution
95%
A 95% reduction in agent call handling times
80%
An 80% increase in right first-time (RFT) case fixes

Background

A leading operator worked with CORTEX to develop a solution to help their first line agents diagnose customer issues.

On average, it takes over 8 minutes to identify an IPTV issue for residential customers and more than four hours for IPVPN business customers.

Objectives

The We Are CORTEX team were deployed to develop a 3 part automation solution; test, diagnose, remediate.

The solution will test if a service is running as it should, and if it is not, then would also auto fix any issues or escalate them for manual intervention.

As a result of these implementations CORTEX would be expected to deliver a reduced MTTR and an increase in right first-time responses.

Solution

CORTEX was deployed and a set of service-specific tests were created to ensure that the service is operating as expected.

CORTEX also auto rectified any discrepancies where appropriate and escalated those that required manual investigation.

The We Are CORTEX team also made many of these tests available to the end-customers directly via a self-service portal allowing them to take control of their own fault resolution, and enriching Customer experience

Outcomes

The implementation of CORTEX delivered a complete Automation and orchestration solution, with an embedded customer self-service portal increasing customer experience. Reductions in MTTR and agent call handling times were achieved

Benefits included a 40% reduction in Mean Time to Resolution (MTTR)

The Customer also benefitted from a 95% reduction in agent call handling times.
[Measured as Total Time Month -1 versus Month 24]. 

The Customer also had a strategic imperative to improve CX so was also measuring RFT. An 80% increase in right first-time fixes has been enjoyed. 

Approximate Functional Block Count: 1,100

Time to Value: 6 months