Telecommunication
The telecommunications industry is currently undergoing a transformative phase, acclimatizing to new technological and cloud trends. An abundance of new products, bundles and customized solutions is leading to a greater cost and complexity of service and handling.
The role of conversation analytics
By using rich, nuanced data sourced from conversation analytics, telcos can be more attuned to the real voice of the customer and provide a more personalized and efficient service. There is an opportunity to:
Better understand customer journeys
Put data at the center of decision making with a 360-degree view of the customer
Identify and predict issues to resolve quickly
Provide next-action guidance to agents
Automate 100% QA process to ensure broad script adherence
Actionable Outcomes
Mine Customer Feedback
Real-time customer feedback –>
Quick and immediate action and reaction to risks and opportunities within the call
Improve Outcomes
Customer response analysis -> Quick adjustments and improved campaign decisions
Enhance First Call Resolution
Real-time customer feedback –>
Address complaints and improve first call resolution
Assess Sentiment
Deep, granular customer insights → Predictive customer experiences
Improve VoC
Deep, granular insights –> Improve Voice of Customer program
Track Trends
Enhanced understanding of customer and environmental trends and contexts →
Informed decision-making
