Case Study

Optus

Telecommunications

Optus needed a language services partner that was as forward-thinking as they are, with a view to maximise technology use to help deliver a better experience to their migrant customers. ezispeak knew that they could not only meet the needs of Optus today, but well into the future too.

Challenges

- Managing the transition from their established language services provider.

- Ensuring that Australian telephone interpreters were going to benefit from increased demand.

- Developing a holistic solution to meet both current and future needs.

Outcome

- A reduction in the cost to serve by over 40% year on year.

- A white labelled multilingual customer self-service IVR solution which aligns with their English speaking customer experience.

- An improvement in service level performance across key contact centre metrics.

The Challenge

Optus had been working with one partner for over 15 years in the delivery of language services and desired change - change which would drive a consistent customer experience as well as return control of the overall customer engagement strategy as well as reduce their cost to serve.

Optus

From The Users

The Outcome

ezispeak was able to successfully onboard this customer in record time and the client has experienced exceptional service performance and financial results since transitioning to ezispeak.

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For an in-depth insight into how ezispeak uses targeted solutions for a number of businesses, download our case study today. We provide a look into the challenges faced by a number of companies when it comes to language barriers and our solutions that have provided businesses with clarity, results and satisfied customers.

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Optus

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