How Did a Communications Giant Transform its Customer Experience? Ask Bell Canada

With support from Burnie Group, Bell Canada implemented Blue Prism’s Service Assist solution as part of an ongoing contact center transformation. Last year at Blue Prism World 2021, Bell and Burnie Group shared how Bell automated key contact center processes, reducing the average handling time of customer calls, for those key processes, by 87%, an improvement in customer and employee experience. A year after Bell started its automation journey, Fabio Abate and Marco Sciarra from Bell share where that journey has taken them and the lessons they’ve learned.

Watch the video from our Blue Prism Café.

Key topics include:

  • Moved from proof-of-value to a successful product launch of Service Assist
  • Set program expectations and met key performance indicators
  • Experienced unexpected benefits, in addition to the anticipated results
  • How Bell is planning for the future