O2 CZECH REPUBLIC
280 which takes customer service to a new interactive platform . “ This is great for initial identifications and in some trouble shooting scenarios , we are able to automatically get a description of the issue ,” he says . “ It means you can offer better service to the customer so there ’ s no need to wait in queues .”
Alongside customer benefits , the technology also helps reduce staffing costs and headcount . “ Our ambition is to transfer 60 % of call centre and back office capacity , ultimately back office should disappear completely ,” he adds . Most recently , it rolled out a new mobile app , based completely on modern
technologies , such as microservices and the cloud . “ The old architecture wasn ’ t scalable enough . When people moved to digital heavily at the start of the pandemic , we weren ’ t able to serve them properly . So we have redesigned the architecture and the new app is totally scalable and can meet any scenarios .”
PANDEMIC CHANGES DIGITAL CONSUMPTION
The way consumers consume digital during the pandemic has changed amid lockdowns , switches to work from home and increased job insecurity . In March and April , Hruska said it had the best
DECEMBER 2020