Telecommunications

Easily sift through large volumes of voice data to get rich, actionable customer insights

The telecommunications industry is currently undergoing a transformative phase – to acclimatize itself per new technological and cloud trends. With Call Journey solution, telcos can be more attuned to the real voice of the customer and provide a more personalized service and better experiences.

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Provide a more personalized customer experience with Call Journey

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Watch: Driving Growth and Transforming Customer and Employee Experience with Conversation Analytics


BUYING PERSONAS

Brett. Sales Director

CHALLENGE: High churn rates and even higher cost of customer acquisition.

HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR SALES:

- Grow cross sell and upsell

- Understand churn/lapse drivers

- Check sales methodology adherence

- Improve conversation rate

Carl, Contact Center Director

CHALLENGE: Discover the drivers behind the significant AHT discrepancies.

HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:

- Understand agent performance

- Track Team Leader performance

- Improve efficiency/ productivity

- Hone scripts

- Track adherence to scripts/ regulation

Edith, VP for CX

CHALLENGE: Incomplete and inconsistent insights from post-call surveys.

HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:

- Track and management customer sentiment

- Drive root cause analysis of poor CX

- Gain effective insights into NPS performance

- Understand org processes gaps

- Ascertain performance of key initiatives

Andrew, Legal

CHALLENGE: Automate QA and ensure robust risk management process.

HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:

- Understand what we are saying to our customers

- Ensure proactive fraud management is in place

- Ascertain compliance levels

- Review risk management action performance

Opportunities

  • Better Understanding customer journeys
  • Put data at the center of decision making with a 360-degree view of their customer
  • Identify and predict issues to resolve quickly
  • Provide next action guidance to agents
  • Automate 100% QA process to ensure broad script adherence

The Customer Buying Journey

Like many of us in this current pandemic, Alexa has no choice but to work remotely from home. However, she always experience slow internet connection. At first, she lets it pass, considering the fact that telecommunication companies are probably struggling to keep everyone connected with the huge surge of internet usage. A few days passed and she gets more and more frustrated. It’s starting to affect her work and productivity. She can’t attend virtual meetings properly because of poor connection.

Find out her buying journey with and without Conversation Analytics.

Download the Customer Buying Journey for Telecommunications>

Actionable Outcomes

Learn why 86% of our Proof of Concepts end in success!

Discover the potential ROI from your Call Journey investment.

 

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