Telefonica Automated Technical Support Using Dynamic Process Guidance Software

Published by Uniphore

About the Client O2 employs over 21,000 people in the UK and has over 480 retail stores. Its Gurus business is described internally as “the home of all things technical” for O2, and thus covers a wide variety of products and services that may require support.

Prior to engaging Uniphore, the group that specialized in broadband technical support was organized into multiple tiers of support and used a knowledge base to troubleshoot issues, like most teams in the industry. Though O2 had since exited the broadband business in the UK, the case study shares important best practices for any team involved in technical support.

Download Now


Required fields*

Please agree to the conditions

By requesting this resource you agree to our terms of use. All data is protected by our Privacy Notice. If you have any further questions please email dataprotection@headleymedia.com.