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Case Studies
Leading Wireless Telecommunications Provider
A leading provider of wireless voice, messaging, and data services, has a mission to provide customers with best overall value in their wireless service. To help maintain its market leading position, this wireless provider selected Merced Performance Suite in a rigorous review of available software solutions to help them manage their call center workforce. The company has recognized significant benefits by automating report generation through the integration of hundreds of data feeds, automating incentive calculations, and providing a consolidated platform for tracking their call center processes.
Since deploying the Merced Performance Suite, this wireless provider has recognized millions of dollars in savings and increased revenue from:
- Significant reduction in AHT
- Dramatic increase in revenue collected
- Increase in Supervisor coaching time
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