90% First Time Resolution

Proximus uses Passerelle to automate the diagnosis and repair of problems related to mobile services.

During a 'First Time Right' evaluation, our customer hoped to come out at a ratio between 60 and 80% but came across startling figures: about 92% of the calls are handled in 1st line and shouldn't be transfered to the expert team. This high ratio is achieved due to Passerelle, as it presents to the operator the correct diagnosis to solve reported problems. 

The expectations of the business are surpassed seriously.