Known as one of the most competitive and ever-changing sectors, the telecom industry has no choice but to innovate constantly. Today, the focus is on delivering enriched mobile experiences with 5G and increased connectivity with IoT (Internet of Things). But as technology becomes more accessible, customers are increasingly connected and demanding. Question is: How to guarantee a higher quality of service than competitors, propose relevant services offers and manage costs in today’s context?
Telecom service providers have to deal with thousands (if it is not millions) of customer requests each day, now more than ever. In today’s world, it is unthinkable to let customers hold on for hours, they all request immediacy, personalization and omnichannel.
As a telecom company, you can rely on next-generation technologies to provide your customers with instant and personalized answers, and maintain the long-term relationship they expect.
By using our expertise in cutting-edge technologies, we can help you to leverage the full potential of your customer service. We will focus with you on collecting the right customer data, which contains hidden treasures. With this data in your hands and the right tools to analyze it, you will better know your customers and define the best approach to drive true personalization. At this stage, you will be able to decide precisely whether you should invest in new communication channels and improve your response times, e.g. with chatbots, or improve the efficiency of your customer service with automation, or even both.
The telecom industry is made up of high-frequency, repetitive and rule-based manual processes that are essential for proper service delivery and also highly eligible for automation. Customers are not patient while tasks, whether simple or complex, are being processed, even if telecoms are investing heavily in a workforce and digital tools to respond as soon as possible.
As a telecom company, your organization must benefit from automation solutions to improve its customer service, its workforce productivity and reduce costs.
We offer your operational teams our expertise to help them create customized robots designed to meet their requirements, such as updating customer data or managing order processing. Depending on the use cases that we identify together, we can enhance your customer service and improve your operational activities. We can take it to the next level, by developing chatbots and predictive models, and integrating them into your automation roadmap.
Telecom companies have to process tons of data every day, either external, about their customers behavior and interactions, or internal, about their networks or their offers. As a result, the data collected can be analyzed to improve customer service, identify and evaluate new products to offer, and monitor and optimize the network.
To remain competitive, you need to master the skills and capabilities to collect and store the right data and analyze it in order to make the best decisions to optimize your business.
You need to adopt a data-driven culture and we are here to help. First, we create with you the data architecture that will make the right data available to the right user, with a data platform designed for Big Data and Business Intelligence activities. Then, we assess your operational needs in order to select and implement the analytics tools that best suit you, allowing your teams to generate and share reports automatically on a daily basis, or empowering you with self-service analytics tools and techniques, providing a maximum autonomy in analysis activities. Ultimately, we identify together, as you gain in maturity, more use cases including predictive analytics or AI to truly optimize your activities, e.g. to detect the next best offer for each customer or apply predictive maintenance to you company’s networks.