Services: Platform, Automation and Analytics
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Speech & text analytics : Driving continual improvement in CX
The infographic showcases four areas to improve based on insights derived from speech and text analytics. It also identifies the key metrics that you can impact based on your focus area.
The future of mortgage lending: what will it look like in 2030?
It’s 2010. Beth is ready to buy her starter home. She knows closing on her mortgage is going to be a long process. She is frustrated by the number of hoops she must jump through and the amount of tedious paperwork she must complete and sign. There’s nothing she can
A 3-step approach to harnessing the richness of voice data
Leveraging an AI-powered voice and speech analytics solution can help businesses collect analyze and act on customer-centric metrics such as – First Call Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS) and sales conversions – to deliver amazing customer experiences. Contrary to popular belief, deploying such a solution
Challenger vs established banks: Mobilizing AI, machine learning and data analytics
Few industries in the UK have been as quick as the financial services sector to embrace AI, machine learning, Robotic Process Automation (RPA) and data analytics. Highlighting progress in machine learning alone, a recent Bank of England report found that two-thirds of UK financial services firms are already using it
US telecom giant uses advanced analytics to rapidly increase cross-selling performance
The challenge: Improve cross-selling across service categories The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million customers, it is one of the largest quadruple-play service providers in the country. The client was pursuing a quad-play
PE-owned auto-finance lender reduces transformation risk with guaranteed $4.3M cost saving
The challenge: Transform CX with severe legacy system constraints and no budget for investment The client is a private equity-owned auto-finance lender and car dealer with around 150 outlets in the US, mostly franchise-owned. It specializes in serving people with poor credit histories, including bankruptcy or vehicle repossession and provides
Major UK airline uses customer intelligence to bolster sales conversion by 10%
The challenge: Make sales and customer service more effective The client is a leading airline headquartered in the UK, operating flights across all major cities globally. With a turnover of over £ 2.5 billion, it is supported by a workforce of over 8,000 employees. The airline faced a major customer
US telecom and media giant harnesses advanced analytics to cut unnecessary truck rolls by 25%
The challenge: Reduce wasted effort from unnecessary truck rolls The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million US customers, it is one of the largest quadruple play service providers in the country. Customers often
US telecom and media giant leverages customer sentiment analysis to achieve 6% call avoidance
The challenge: Improve customer experience in a highly competitive market The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million customers, it is one of the largest quadruple play service providers in the country. Customer experience
How are innovative technologies transforming customer service?
Brands have never been under such pressure to keep up with their tech peers. But while some of the latest technologies may sound like they belong in a sci-fi film; the truth is they have the power to transform how you deliver your customer service.
