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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.

MTS Allstream online and call center support tools

Results

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