Telecom

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
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
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
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
Use
  • Self-service portal for customer FAQs
  • Mobile cam for installation and use assistance
  • ”How to” videos for support
Make a Payment
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
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
Renew or Review
  • Text and speech analytics for VOC
  • Social care and moderation
  • Automatic Surveys

Telecom

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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.

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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.

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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.

It’s Time to Increase ARPU and Reduce Customer Churn

 

Connecting You to Success

Find out how we’re helping telecom companies "own the home."

Telecom

Partnership Evolution Driving Vendor of Choice Value with Stellar Retention, Quality

The India telecom marketplace is highly competitive, with leading players challenged to

Telecom

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

Telecom

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

Telecom

In-depth Voice of Customer Analytics and Increased Conversion Rate for a Major Indian Telecom Giant

Objective There are numerous telecom service providers in India, and each player offers

15,000 Agents Delivering Award-Winning Service

to 17 Telcos in 7 Countries

optimize_your_cx

Armed with our deep telecom expertise, you can anticipate previously unidentified CX needs