Case Study


SFR is a provider of mobile and fixed-line telecommunication services. It offers post and pre-paid mobile telephony services and mobile multimedia services, such as music, television, video, and games. The company offers optical fibre, 4G broadband, ADSL box under its internet business.


  • SFR
  • SFR
  • SFR
  • SFR
  • SFR


Enable tech support conversations in any channel with a 360-degree customer view, with both automated and human interactions enabled in the right time and place. Help automate conversations while empowering agents to make better decisions and have deeper conversations.



Using XpertRule meant that instead of calling the customer back, the agent could solve the issue in real time with information at their fingertips, improving time-to-repair and first-call-resolution. It empowers every agent to deliver the support of the best agent.



SFR was able to support more than 500 tech agents across multiple locations including Lyon, Paris, and Marseilles. These agents provide guidance and resolve complex technical queries across  multiple products, services, and languages.



Improvement in FCR


Increase in call handling capacity


Coding Skills Required

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