Telmore, a leading Danish telecom provider, serves customers across mobile, internet, and streaming services. With 80 contact centre agents handling a high volume of inquiries every day, gaining insights into customer needs is key to delivering great service.
By investing in Puzzel’s Conversational Intelligence, Telmore has automated call tagging—saving time equivalent to 400 hours per month while improving call quality and creating more time for meaningful customer interactions.
Manual call tagging taking up valuable time
Telmore has always prioritised creating great customer experiences and maintaining high conversation quality, regardless of which agent handles the call.
To gain insights into customer needs, their agents categorised calls into topic groups, helping the team track trends, standardise responses, and improve knowledge sharing. But with 80 agents and a high daily volume of inquiries, doing this manually would take over 400 hours a month, time they didn’t have.
On top of that, some calls cover multiple topics, making it difficult for agents to accurately capture every detail. As a result, the manual process was not only time-consuming but also inconsistent. Telmore needed a smarter way to manage call categorisation—one that wouldn’t take time away from assisting customers. The Solution: AI-driven call taggingTo optimise workflows and allow agents to focus on customer interactions, Telmore implemented Conversational Intelligence (formerly Capturi). The AI platform now automatically tags calls, eliminating the need for agents to do it manually.
This means that they can now spend time handling more customer calls and reduce pressure in busy call periods. Also, it allows the team to focus on improving call handling, minimising knowledge gaps, and improving retention.
As the company keeps growing and changing, it sets an example for others in the industry by showing how technology can greatly improve customer experience and service.
A smarter, more efficient customer experience
With AI-powered automation, Telmore is setting a new standard for customer service, proving that technology can enhance both efficiency and the customer experience.
By removing repetitive tasks, the company has given agents more time to focus on what truly matters: helping customers. Their success highlights how AI can be a game-changer in modern contact centres—improving workflows, boosting productivity, and ultimately creating better customer experiences.
For additional information on Conversational Intelligence for Contact Centes from Puzzel Click Here
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions.
Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape.
For additional information on Puzzel view their Company Profile
