Gain real-time visibility into IVR-supported systems to enable optimization of performance, customer satisfaction, and revenue.
TIM Brazil places a high value on customer experience. Nowhere is this more pronounced than in its call center, which features an interactive voice response (IVR) system designed to automatically connect customers with the answers they need quickly and efficiently. The IVR handles millions of calls per month. However, due to various system errors, a small percentage of these calls were being unnecessarily routed to a human agent, which had an impact on both the customer experience and the call-handling costs.
Complex Environment, Massive Data
- 65 million customers
- Tens of millions of customer calls per month
- 60GB of log data generated daily
- Need for near real-time information
TIM Brazil relied on a business intelligence reporting system to gather data, but with the high volume of calls and complexity of the IVR infrastructure, accessing this data was limited to history reports that were generated with a two-day delay. Consequently, it could take days to detect a problem – such as unnecessarily routed calls – making timely troubleshooting and resolution a costly challenge