CCMA Member Forum

CCMA Members Forum - eir - Showcasing how Robotics Technology can transform your CX Delivery

In 2022 eir won the CCMA award for Best Use of Technology for its transformation project using robotics. eir uses robotics technology from Expleo to deal with common requests made by eir’s customers, eliminating the need for customers to contact service agents, and freeing them up to deal with other, more complex queries. Approximately 20% of calls received by eir relate to 13 common processes and using robotic process automation, eir now manages these requests online, around the clock, without having to talk to a customer agent.