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Izzi - How VHT Navigator Helped Cut Call Escalations in Half


Presented By: VHT


  • The Problem:

    Izzi is the commercial brand name of telephone, Internet, and cable television services owned by Grupo Televisa and operated by Empresas Cablevision. The company is the second largest triple play provider in Mexico, serving more than 60 cities in the Mexican Republic, including the Mexico City metropolitan area, in 29 states.

    Izzi leadership identified two major issues that hampered its ability to fulfill customer expectations and improve their experience. First, they needed to reduce customer complaints about a technical problem. Secondly, Izzi leaders wanted the system to intercept calls from clients that came in within 48 hours before or after a technical visit was scheduled.

  • Solution:
    Based on one customer identity, VHT Navigator creates a customer profile that includes all touch points, regardless of platform. When a call comes in from a customer who has made multiple contacts into Izzi, Navigator automatically routes those to an agent who is equipped with knowledge of those previous contacts and able to address the customer issues immediately. Through an automated process, Navigator can query the database of trouble tickets. Where more than one ticket associated with the account number of an inbound call exists, that call is automatically escalated to a higher-level agent, who can address what is likely a larger underlying problem.

  • Result:

    By identifying potentially larger issues – repeat calls, multiple trouble tickets, impending or recent installation – on an automated basis, Navigator allows Izzi to automatically escalate those calls to the appropriate agents, who then receive via the Navigator, the information they need to better handle a given situation. Izzi leaders are now able move forward on the evolutionary steps needed to create an enhanced customer experience. Along with related process improvements Izzi made, Navigator helped reduce escalations – often to frustrated customers – from 16% to 8%.


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