CEP solving interactions in Telecom industry

CEP solving interactions in Telecom industry

The Ultimate Customer Engagement Platform (CEP) in Telecom

The telecommunications industry has experienced more change in the last decade than in its entire history.

The traditional way of marketing traditional telecoms services – voice, SMS and metered data – is fast becoming outmoded and is plunging telecom service providers even deeper into a savage fight for market share. The big challenge – which also presents a major growth opportunity for the sector – is that consumers are addicted to digital services – social networking, instant messaging, microblogs, internet video and other over-the-top (OTT) communication applications – all keeping pressure on the industry to increase the availability and quality of broadband connectivity.

The Industry challenges:

  • market saturation,
  • churn management,
  • price wars,
  • defining new ‘markets’ and ‘customers’,
  • selling new services,
  • delivering new technologies through multiple channels,
  • move of communication to full IP, where the supporting technology drivers are WebRTC and APIs.

Facts

By Forrester survey customer experience is driving shareholder value. By their customer experience index most brands rate OK or worse (CXi 2014 measured in the UK, FRANCE, GERMANY) and the worst (very poor) is rated TK industry (TV and Wireless service providers).

Key advantage

Being a company with a customer – centric approach to the business, who actively engage employees at every level and function and strongly align customer experience with her end goals. And being able to deliver a seamless customer experience.

Success

Moving away from offering limited products and services through limited channels, and into more sophisticated, personalised offerings, delivered and serviced through multiple channels. Operators need to make a commitment to each customer and that involves building a sophisticated multi-channel relationship with individuals.

COCOS CUSTOMER Engagement Platform enables enterprises:

Optimal Customer Experience

How

Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:

  • contact centers,
  • back offices,
  • outsourcers,
  • stores.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Provide customer 24/7 personalized, accurate and fast support.

WITH : SELF SERVICE, INTERACTIVE WAITING QUEUES

Engage with customers and prospects in real time via their preferred channel of communication.

WITH : MULTICHANNEL SOLUTION

Result: Increase Customer Loyalty

Proactive Communication

How

Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and:

  • execute upsell & cross sell,
  • proactive sales support.
WITH : KNOWLEDGE BASE, CHAT, CO-BROWSING

Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:

  • new accounts,
  • account updates,
  • subscription / package changes,
  • billing issues,
  • appointments.
WITH : MULTICHANNEL SUPPORT

Notify customers via different channels for:

  • promotions,
  • account updates,
  • network outages, etc.
WITH : CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Revenue

Proactive Engagement

How

Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.

WITH : CAMPAIGN MANAGER

Reduce web site abandonment by helping your visitors complete forms, understand account options and answer any last-minute questions to ensure shopping cart conversion.

WITH : PROACTIVE OUTBOUND MANAGER, SELF SERVICE, AUTOMATED SERVICES

Provide automation and self-service.

WITH : AUTOMATIC CONTACT ROUTING, VOICE & WEB SELF SERVICES, WORK FLOW MANAGEMENT

Increase first contact resolution rates, shorten training times an increase agent capacity.

WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION, KNOWLEDGE BASE

Result: Reduce Cost

Greater Efficiency

How

Plan, train and assess employees to achieve both operational efficiency and effectiveness.

Calculate staffing, aggregate multi-system work, prioritize & distribute to the best resource to meet:

  • customer SLAs,
  • business priorities,
  • efficiency targets.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Increase productivity with:

  • Click to Call,
  • Predictive dialling,
  • automated and pre-scheduled outbound campaigns through different channels, etc.

 

WITH : INTERACTIVE WAITING QUEUES, CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Productivity

 

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