Telecom & Media
Build a loyal customer base while mitigating risk to your business.
Appealing to the new era of “digital natives”
Telecoms and media companies are at a turning point. Traditional revenue streams are stagnating, and companies are in a constant race to capture the lifetime value and loyalty of customers, especially younger generations.
Digital natives not only want the latest upgrades and plans, they’re also looking for better, faster customer service and digital options that are helpful, and convenient, not overly complicated.
This is where we can help you deliver seamless tech-driven experiences while still offering more personal interaction, using the latest data insights to craft a CX journey that meets the current and future needs of your customers.
How we help
Technology companies have set the bar so high for seamless online experiences that telecoms, and even global media giants, have been forced to rethink their own customer interaction models.
With our advanced post-call analytics platform, itelligence, we use AI to gain fast, accurate insights into your operations. That way, you can quickly address any consumer pain points and find ideal places to introduce new digital touchpoints that offer your customers unparalleled convenience.
Innovation and Personalization
With a savvy, young market ready to adopt the latest technologies, we can support your expansion into new products and services.
Our Data Science & Innovation team is constantly finding new ways to create seamless integrative technology that enhances the customer journey. We can go further than data collection and can leverage AI-enhanced post-call analytics to create predictive recommendations that can help you personalize services and develop new business lines.
Adding Digital Convenience
Only 27% of telecom customers say it’s easy and effortless to make a purchase or change online. That means there’s still too much effort required for them to get the help they need.
Using contact center data and direct consumer feedback, we can identify what channels and technologies will lead to more seamless digital interactions, and adapt existing systems, or build integrated tools that deliver improved efficiency, and a more customer-centric experience.
Enhancing Loyalty Through CX
Nearly half of customers have canceled a phone or internet contract in the past year, and 92% did so because a competitor offered a better service experience.
Face it, telecom billing can be complex for the average consumer, and whether they self-serve, or prefer a live agent, the goal should be to provide consistent, reliable support across every channel, with agents who have the knowledge, systems, and processes to solve any issue on first contact.
Compliance with Privacy & Security Laws
Trust is important, and protecting your data, and that of your customers, is our top priority.
With today’s changing regulatory landscape, make sure you stay compliant with evolving data protection and privacy laws.
Our rigorous security protocols are continually scrutinized and refined, to stay on top of the latest threats. While our AI-enhanced cybersecurity systems constantly monitor our IT infrastructure to detect and prevent any breaches or cyber intrusions that could compromise your sensitive data.
Ensure Reliability, Minimize Risk
Ensure maximum uptime and mitigate any risk of service disruption by adding greater diversity to your CX delivery. This may mean a new mix of geographies, with a partner who can help you scale as needed..
We can assist with service diversification by finding the best nearshore locations to suit your needs, whether that’s in-demand tech skills, flexible talent pools for easy scalability, or certain language options. We are the right partner to provide a customized approach that’s secure and efficient.
CX that Flexes
Our flexible delivery model gives you the ability to select the right fit for your business. Choose the best of onsite, work-at-home, or blended delivery. As architects of CX, our job is to help you design the best customer experiences, helping you manage unpredictability and enhance operational agility through flexible options that meet your need for adaptable, cost-effective customer support.
Case Studies
