- Digital Transformation
- Customer Engagement Transformation
Our client’s bottom-line was under pressure from increasing total cost of ownership (TCO) for alarm response and dispatch operations. Their support processes were almost entirely manual, requiring hundreds of live agents providing 24/7 phone support. Many low priority alarms involved repetitive response processes which had yet to be automated. Additionally, they experienced a very high percentage of false alarms due to motion, early or late entry by employees, or equipment issues, and the use of analytics to reduce them was limited.