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Telecom—Reduce field service visits

40%

and more issues resolved through web self-service

30%

reduction in unnecessary engineer visits

43%

improvement in agent confidence while handling calls

Industry challenge

In organizations where contact center agents can trigger a truck roll or field engineer visit, great care needs to be taken to try to minimize unnecessary visits. Field service visits can be even more expensive than product returns, in some cases.


eGain solutions

eGain solutions improve your field service efficiency in multiple ways:

  • Ensuring that the interaction at the contact center follows best practice diagnostic procedures so that the visit is warranted
  • Providing the engineer with all the necessary information to resolve the issue in a single visit
  • With simple integration with device diagnostic and network tools, eGain solution can directly interrogate the device and adjust settings so as to reduce the involvement of the customer and the contact center agent

Read more on how to reduce supply chain costs

Support complex diagnostic processes  |  Reduce product returns