With customers quick to switch to lower-cost providers and a constant evolution of new products and technologies, exceptional telecom customer service requires more innovation than ever before.
CX Innovation That Keeps Your Brand in Touch
Solutions That Innovate the Telecom Consumer Journey
Consideration
- Web and mobile experience design
- Search engine optimization (SEO), search engine marketing (SEM), social media marketing (SMM)
- Data-driven digital marketing and insights
- Online reputation management
Visit Site or Store Shop Plans
- Voice, click-to-chat for sales support, and general questions
- Chat analytics for proactive chat invites
- Web portal and virtual assistant for plan shopping or quotes
- Cart abandonment promo offers and chat invites
Enroll, Set Up, & Activation
- Back-office for order processing and fulfilment
- “Where’s my order” SMS alerts
- Chat with co-browse for account set up assistance
Use
- Self-service portal for customer FAQs
- Mobile cam for installation and use assistance
- ”How to” videos for support
Make a Payment
- SMS bill pay reminders
- Mobile messaging, virtual assistant, phone, chat, self-service for easy payment
- IVR–make a payment
- Automation for billing, invoicing, back office
Warranty or Return
- Phone or chat for warranty management
- Warranty analytics
- Save the sale/returns reduction program
- Back office for warranty claims mgmt
Renew or Review
- Text and speech analytics for VOC
- Social care and moderation
- Automatic Surveys
Telecom
Sales
Proven upselling and cross-selling strategies
Analytics solutions use big data to understand customers better and present the right offers at the right times for increased revenue generation.
Customer Care
Activations, billing, order fulfillment
End-to-end consumer and business support for fixed line, mobile, satellite, broadband, and TV, ranging from dual-play to quad-play service offerings.
Technical Support
Trouble ticketing, dispatch, warranty replacement; end-to-end back- and front-office services for traditional and emerging services, such as fiber to the home and machine-to-machine support
Troubleshooting including remote assistance on end-user configuration, and escalations to repair and test network operations, dispatch client personnel, and follow-up on inquires and escalations.
Connecting You to Success
Find out how we’re helping telecom companies "own the home."
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Summary Following a government-mandated wage increase of 21%, a leading communications
Significant Cost Savings and Retention for a Leading Telecom Provider
OBJECTIVE In July 2012 the UK telco giant, TalkTalk, agreed to a deal that would see
Reducing Churn, Generating Revenue for a Major North American Telecom Company
In 2008, a North American telecom leader needed a new strategy designed to achieve
Resolution-Based Approach Drives Reduction in Email Volumes for India Telecom Leader
OBJECTIVE The telecom industry in India is becoming increasingly competitive, with
15,000 Agents Delivering Award-Winning Service
to 17 Telcos in 7 Countries
