A leading Swiss telecommunications provider faced the challenge of boosting up- and cross-selling while optimizing service quality and cutting costs amid nearshore strategies. Capita IT Enterprise Services' AI-powered Centrical platform revolutionized employee engagement, driving +57% sales uplift, +32% service quality improvement, and -15% operating cost reduction. This intelligent solution delivered real-time performance insights, gamified training, predictive analytics, and personalized coaching—perfectly balancing commercial growth with operational excellence and empowering customer service centers to achieve breakthrough efficiency and revenue gains simultaneously.

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