Communications
The communications industry faces its own set of challenges in meeting the expectations of continuously connected consumers. As the lines blur between telecommunication, cable and satellite companies — and as smart devices drive expanded data services — empowered consumers look for the best deals and the latest apps. Consumers have many options and can switch quickly between carriers. Communications providers see customer service as a strategic asset, with service ease and convenience driving consumer satisfaction and loyalty. The challenge for enterprises: improve customer service to keep customers, and provide advanced solutions to better the consumer experience.
Suite of Industry Applications
At [24]7, we understand the consumer journey, no matter what the industry. We develop industry-specific applications, based on our [24]7 Predictive Experience Platform, to help consumers navigate their interactions with companies. We anticipate consumer needs, simplify the experience, and learn from every interaction.
We’ve managed over 50 million transactions for communications companies around the world. We helped a leading media service provider achieve the highest customer satisfaction rating in the industry with voice agents, then integrated chat and online interactions. Our self-service apps help consumers understand their bills and proactively manage their future cell phone usage, easing their effort and eliminating unnecessary calls for our enterprise clients. We helped a leading wireless service provider save millions of dollars by reducing email volume, increased customer satisfaction for a leading US satellite television provider, and improved operating performance by 20% for a leading Australian telecom services provider.
We offer apps for the following consumer journeys:
- New Contract
- On-Boarding
- Bill Inquiry
- Plan Change
- Retention
What is included with your app?
Each app is delivered as a cloud-based service and includes: one or more channels, fast implementation, support by managed service, and integration to back-end databases. You choose the channels: [24]7 Online, [24]7 Speech, [24]7 Mobile, and [24]7 Assist.