Our client is one of the largest private broadband companies in the US, serving residential and commercial customers. With over 25 North American call centers—all working with outdated technology—our client needed a digital transformation strategy to streamline its customer service and modernize call center processes. Business challenges included high capital expenditure (CapEx) costs and high annual maintenance costs due to a fragmented on-premises technology stack. Complex interactive voice response (IVR) application, led to customer journey abandonment. Lengthy caller authentication with multiple inputs, many data lookups and complex call flow involving third-party applications resulted in difficulty tracing the call from end to end. There were high average handle and wait times for calls, limited self-service options which negatively impacted customer satisfaction (CSAT) scores and limited features on the agent platform, leading to reduced agent productivity. Our client wanted to introduce digital channels and use next-gen technology such as AI and machine learning (ML) for personalized experiences.