Whether the interaction is service or sales-oriented, use machine learning to drive greater personalization and achieve better outcomes
Reduce churn through the early identification and targeting of customers that are at a high risk of churn
Drive customer satisfaction through an optimized customer journey and more efficient contact center and customer service operations
Leverage your expanding product portfolio and understanding of your customers to target customers with products across segments
The product set of telecommunications companies continues to grow, with further investments in, for example, the area of smart devices. As such, the customer journey continues to grow more complex.
The strain is felt particularly within the service function, where customer service agents are expected to deal with an ever-expanding set of customer issues. Meanwhile, your customers are becoming more digitally-inclined. Many customers first response to an issue is to search for a resolution within your digital service infrastructure - your self-service app or website. Each step your customer takes to resolve an issue provides you with a clue as to who they are, what their challenge is and how you can improve your service infrastructure to better serve them in the future.
These trends are combining to provide you, the telecommunications provider, with the data to gain a more holistic view of your customer. However, the key challenge is the management of this increasingly diverse, distributed and vast data set. Effective management and utilization of this data provides almost endless possibilities. The incumbents or industry challenges that master it will inevitably maintain and improve their market share.
Next Best Action Recommendations
Enable your customer service agents to take the best action during every interaction. Predict the most likely reasons for a customer call and combine data science with business rules to recommend the best action. Manage service levels, through compensation provision and acceleration of next steps for high-value customers or those at risk of churn.
Customer Journey Optimization
Build a holistic view of how your customers move through your service infrastructure. Visualize the customer journey through self-service, IVR/VIVR and contact center touchpoints to enable you to optimize the journey. Leverage machine learning models to identify anomalies and optimization opportunities in real time.
Intelligently segment your customers to identify microdifferences in customer product sets. Determine customers that are most likely to positively respond to targeted customer offers and optimize your outreach to ensure each customer is being targeted with the correctly priced, optimal product through the best channel and the right time.
Our platform is in deployment with some of the largest telecommunications providers in Europe and Asia. In customer service, field service and sales, Contiamo is providing significant value to industry leaders. Get in touch to find out how we can provide value to your organization.