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