Case Study

How Cresta drove a double-digit million increase in lifetime revenue for a top U.S. telecom in 6 weeks

Challenge

Cox Communications is the third-largest telecommunications company in the United States, providing digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer, which limited the opportunity for Cox to train agents on these conversation flows.
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