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.

Want to chat more with an industry expert?

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.

70%
70% Say CX is a Deciding Factor

Subscribers rank customer experience among top three considerations when shopping for a telecom provider.1

1out of4
1 Out of 4 Customers Churn
The telecommunications industry has one of the highest churn rates due to poor customer service.2
82%
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

  • BlogsAug 25, 20226 min read

    Build Trust and Lifetime Value with Proactive Customer Care

    Like it or not, most businesses view customer service in the past tense. They see it primarily as a helpdesk or emergency hotline for confused or concerned customers. Marketing and Sales build relationships; customer service fixes things when...

  • 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...