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Call Centre
Challenge
- MTS Allstream call centre reps were taking too much time finding information customers needed; customers faced long support call wait times.
- MTS Allstream asked us “Can you help reduce our information gap?”
Solution
- An InQuira Intelligent Search and Information Manager that scans all enterprise documentation and delivers content related to each natural language question.
- Top customer inquiries are displayed as FAQs on MTS.ca.

Results
- Call centre productivity is up; customer wait times are down.
- Architech Solutions and Inquira have closed the information gap at MTS Allstream