When a customer called about their broadband, the contact center had no idea they also had mobile service, TV, and had complained the week before. Each service lived in its own data silo.

Here’s how we created one of the first unified customer views in telecommunications.

The Challenge

A major telecom company had grown through acquisitions, offering broadband, TV, mobile, and landline services. Each acquisition brought its own systems, creating a customer service nightmare where agents couldn't see the complete customer picture.

The Core Issue:
Contact center agents lacked visibility across services. A broadband support call couldn't access mobile account history, previous interactions were invisible, and customers felt like they were starting from scratch every time they called.

The Complexity:
Multiple legacy systems from different acquisitions, each designed for specific services, with no integration between broadband, mobile, TV, and billing platforms.

The Solution

Our Approach:
A multi-year integration program to unify customer data across all services.

The Innovation:
Creating the telecommunications industry's first true "360-degree customer view" — revolutionary for the time when most companies operated in strict service silos.

Key Components Delivered

• Unified Customer Database
  Single view across all services and interaction history
  
  
• Data Sync
  Live updates across broadband, mobile, TV, and billing systems
  
  
• Integrated Contact Center
  Agents could see complete customer context immediately
  
  

Cross-service Analytics
Insights into customer behavior across all touchpoints

The Results That Mattered

Quantified Business Impact:

• Customer Experience:
  Eliminated "let me transfer you to another department" scenarios
  
  
• Resolution Speed:
  Faster problem solving with complete customer context
  
  
• Cross-selling Success:
  Improved conversion rates with full service visibility
  
  
• Customer Retention:
  Reduced churn through better service coordination
  
  

The Real Victory:
Transforming customer service from fragmented interactions to seamless, informed conversations that made customers feel valued rather than frustrated.