TELECOM SOLUTIONS
CX is the biggest driver of customer loyalty
More than 80% of consumers consider alternative carriers after a poor customer journey.*
Dial in to higher satisfaction
With more telecommunications options available, subscribers are more empowered now than ever. In fact, four out of five consider alternative providers after a single bad experience. How can providers gain—and maintain—an advantage in today’s highly competitive market? With a digital-first customer experience built specifically for the modern consumer.
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Build better connections with
smarter CX
Improve Agent Performance
The more time agents spend taking notes and scouring for hard-to-find information, the less time they have to engage with your customers. By automating time-consuming data entry and knowledge management tasks, agents can focus their attention on what matters most: creating a personalized and empathetic customer experience.
Ensure promises made are kept
Missed promises can have a devastating effect on your customer satisfaction (CSAT) and Net Promoter Scores (NPS). Conversational AI can accurately record promises made during calls and notify agents to take the appropriate follow-up actions in a timely manner.
Accelerate cross-selling and upselling
On-call selling is difficult—particularly when customers are calling due to service trouble. Armed with real-time coaching—plus emotion, sentiment and intent analysis—agents can identify cross-sell and up-sell opportunities, utilizing conversational queues and unavoidable wait times to drive sales.
Telecoms: How Conversational Intelligence Drives Agent Productivity and ROI
Real results from real telecom leaders
Leading telecommunications providers, including DirecTV, Cox Communications and Telefonica, rely on Uniphore’s conversational automation platform to build customer satisfaction, engagement and retention and drive revenue growth. These providers—and hundreds just like them—have differentiated themselves as digital-first leaders by:
DirecTV
reduced average handle time by
40%
cut new hire training from 3 weeks to
2 days
with real-time agent optimization.
- Using real-time sentiment, emotion and intent analytics to better understand customer context and drive empathy
- Guiding agents toward next-best actions with in-call coaching alerts that accelerate resolution and pinpoint cross-sell and up-sell opportunities
- Identifying customer and agent-centric patterns across voice, email, text or chat to eliminate friction in the customer journey
- Automating after-call work (ACW), including call summarization, CRM updating and executing follow-up actions
- Automatically managing promises made on calls, such as ordering replacement parts, scheduling service calls and more.
- Analyzing unstructured data from 100% of customer conversations to reduce customer churn, drive compliance and optimize contact center operations
70% Say CX is a Deciding Factor
Subscribers rank customer experience among top three considerations when shopping for a telecom provider.1
1 Out of 4 Customers Churn
82% Consider Leaving After a Bad Experience
4 out of 5 customers contemplate alternative brands after a single poor experience.3
Telecom resources and case
studies
*Economist Intelligence Unit data
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- WebinarNov 11, 2021
Building the CX Tech Stack of the Future
Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational...
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