Communications, Media and Technology
In an industry that facilitates interactions across every channel, every moment and in every geography, keeping up with customer expectations can be a challenge. Businesses in the communications, technology and media industries serve huge customer bases, need to support a complex, ever-changing array of products and deliver communication services that require immediate attention when they are down. How do you provide personalized, 24/7 support for over 110 million customers with extremely high expectations?
We’ve built a set of customer experience solutions that simplify complexity, drive engagement and reduce costs. Our solutions are based on insight from analytics that determine the “why” behind “what” customers are calling about. We use root cause analysis to design and deliver the most efficient channel experience across every environment. The result – a frictionless customer experience that builds loyalty and profitability.
Our solutions help companies that serve large, complex customer bases manage a complicated array of ever-changing products and services and deliver flawless interactions across every channel.
Featured Communications, Media and Technology Case Study
A Cinderella Story
To stay ahead in a rapidly changing market, this telecommunications leader moved beyond incremental service improvements to a strategy that redefined its entire customer experience. The results have been dramatic. The client’s primary retail mobile customer base jumped more than 20 percent and the company is receiving the highest customer satisfaction scores in its history.
Just how big is the Apple Pay mobile payment pie? -- http://t.co/6h4pcJZTcY (via @mashable)
Android Circuit: Galaxy S6 and S Edge leaks, Samsung still scared, iPhone outgunned http://t.co/JYw3Zk7Dtl
Silicon Valley is still the top-paying spot in the U.S. for tech jobs: http://t.co/6ZRDlT5jeS
Could solar power cause a death spiral for utilities? http://t.co/MRC7UjBBoW
Why Uber needs to stop asking for forgiveness instead of permission: http://t.co/lG6LRrysJc
Native Advertising Budgets Will Rise In 2015, Say Marketers -- http://t.co/6DxJpLACTw (via @marketingland)
Apple Loop: iOS 8.1.3 angers users, Outlook arrives on iOS, record-breaking iPhone sales http://t.co/GCB3I9jYM7