Fintech vs Big Tech vs Incumbents
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Sub Industry: Telecom
Turn your customer service cost center into a value center in 2021
Insights for Telecommunications executives A new revenue opportunity: Contact centers evolve to generate profit The role of contact centers in the Telecom industry is transforming from a service-oriented cost center to a relationship-driven value center. The increased customer adoption of remote and digital channels is providing an invaluable opportunity to
US telecom giant uses advanced analytics to rapidly increase cross-selling performance
Background 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. Business challenge The client was pursuing a quad-play strategy of offering voice
3 tools to evaluate your progress on chatbots
Regardless of where you are on the chatbot journey here are three tools to help you evaluate your progress – chatbot strategy framework, maturity model and chatbot performance benchmark scorecard.
Going beyond traditional customer surveys and performance metrics with voice and speech analytics
Today, as human agents, as well as other voice interfaces, handle increasingly complex transactions…
US telecom and media giant harnesses advanced analytics to stay ahead of customer demands
Background 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. Business challenge Customers often contacted the client’s customer service teams
US telecom and media giant leverages customer sentiment analysis to stay ahead of the customer experience game
Background 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. Business challenge Customer experience in the telecom industry is a critical
Leading online TV service provider improves complaints handling and boost customer satisfaction using advanced analytics
Background The client is a division of a pan-European telecommunications company, offering subscription-based internet television and video-on-demand services in the UK, Ireland and Italy. Business challenge The online TV service provider’s contact centers handled customer support for its streaming and on-demand content services, covering approximately 2.5 million UK and Irish
A leading UK communications company increases website conversions by 250%
Background NOW TV is a leading UK-based telecommunications player that provides no-contract subscription internet television, broadband internet, and landline telephone services. Since its launch in 2012, NOW TV has changed the way UK viewers watch the latest movies, TV series and exclusive live sports through pay TV. Today, 4% of
Towards a new normal for telecoms
Richard Elwell, Vice President Solution Architecture at Firstsource Solutions, looks at how and why the telecommunications industry should embrace a new approach to customer experience
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