Customer Care Solutions for the Telecommunications Industry

As a telecommunications provider, you’re contending with vast amounts of customer, product, service, and billing data—spread across the enterprise. With our solutions, the multiple knowledge base “labyrinth” is replaced by a single interface and powerful, unified platform.

Providing streamlined access to multiple sources of customer information. Our ePowerCenter customer relationship management solution simplifies consumer interactions. Through a single, easy-to-use interface, it provides your agents immediate access to relevant data like the customer’s contact details and case history—before the interaction even begins.

Across all communication channels, your agents can instantly view or listen to valuable files attached to a consumer’s interaction record such as letters, faxes, emails, voice mails, screen shots, and call recordings. ePowerCenter can even pull data from multiple back-end systems onto a common screen.

Your agents are no longer taxed with launching and navigating multiple applications (equipment, repair, ordering, billing, etc.) in search of the information they need.

Delivering consistent, accurate and timely responses. The needs of the telecommunications industry are extensive. You have vast amounts of frequently changing information on products, promotions, devices, bundles and services. It must be immediately accessible to your contact center agents, retailers, field service personnel, customers, employees, help desk representatives and stakeholders. And with our RealDialog knowledge management solution, it is. It excels at providing fast access to accurate information about your products, services and brands.

This customer care solution will help you rectify one of the major causes of churn—misinformation on service plans. With access to the latest details on discounts, bundles, features, services, pricing, usage and billing, and plan limitations; your representatives are equipped to clearly explain offerings and define boundaries. This limits the credits issued and reduces churn.

With RealDialog, cumbersome binders requiring manual updates become a thing of the past. Your representatives and customers access install and troubleshooting guides, product and device manuals, configuration specifications, operations procedures, and much more through a single application.

With these capabilities, you’re equipped to differentiate through service excellence.

Built-In Savings
How do you measure the impact of resolving information-related challenges for improved speed, quality and efficiency?

The short answer: In dollars saved by shaving seconds, minutes, hours—even days—off of your processes and interactions.

The short version of the long answer: By controlling operational and IT-related expenditures, leveraging existing assets, mitigating risk, minimizing fraud, reducing churn and agent turnover, and keeping your customers happy and loyal.

Billing is always a hot button for telecommunications customers. Frustration over an inaccurate statement is compounded by long hold times and dealing with agents who are not empowered to resolve the situation during the first contact.

We believe there’s a logical solution: Equip agents to do the job they were hired to do.

Assisting agents in resolving issues. Within the ePowerCenter interface, your agents can easily access helpful, contextual information such as scripted answers, graphic images, and full multimedia files. They can tap into other internal and external applications and databases—such as order, shipping, warranty, returns, and loyalty systems—in real time.

This helps them resolve issues and offer valuable information in a fast and personalized manner—without escalating the call or involving other departments.

When integrated with our RealDialog knowledge management solution and agent assist tool, the solution helps agents deliver expert-level service—regardless of their experience. They can simply enter or select a customer’s question, verbatim, and immediately receive an accurate, deliverable response. When necessary, they are guided with a series of questions to diagnose and resolve the problem.

Facilitating successful recovery efforts. You take the first step toward reducing churn by authorizing your agents to extend goodwill and recovery efforts. Our technology takes care of the rest.

Through intelligent suggestion rules, flexible letter and email templates, and powerful fulfillment capabilities; our solutions help to deliver the optimal response and follow-up communication for each consumer and issue.

ePowerCenter enables you to define and pre-approve compensation types along with follow-up letter/email content for each type of situation. Representatives can extend goodwill and issue cash and non-cash compensation on the spot, as appropriate.

This improves recovery efforts, removes agent guesswork and dramatically reduces your service representatives’ workloads.

This also ensures that all of your follow-up communications are effective, timely, compliant, and consistent to help mitigate risk.

Safeguarding against abuses. Providing your agents authority to issue credits doesn’t mean you are open to misuse. Through repeater checking and threshold alerts, our solutions can protect your company from goodwill abuse and fraudulent claims, dramatically improving your profitability. They help manage and monitor customer goodwill programs to determine their success and to protect against excessive loss.

What do you get out of self-service that can only address your most basic questions on a generic level? More importantly, what don’t your customers get? According to widespread customer satisfaction surveys, one thing is clear: Primitive self-service is working against you, not for you.

Our RealDialog Self-Service solution enables customers to receive a personalized service experience on the Web, 24X7, with an unmatched level of quality. It provides customers instant access to accurate information and answers for tier 1, 2 and 3 inquiries, improving issue resolution while deflecting calls (and costs) from your contact center. In fact, it can reduce your overall interaction costs by up to 33 percent. 

Personalizing service, engaging users. Through a simple, text/chat-type interface on your website, RealDialog enables your customers to ask questions the way they prefer—in their “natural language.”

This customer care solution interacts like your most knowledgeable live agents, engaging the customer in a “conversation” to ask clarifying questions and gather specific details. This could include the brand and model number of their cell phone, confirmation of troubleshooting steps, or account information.

It applies these details, along with what it learns about the customer throughout the “conversation,” to deliver exceptionally specific and personalized responses. This capability enables RealDialog to resolve technical and complex tier 2 and 3 issues better than any other.

Ensuring accuracy builds trust in Web-based service. RealDialog offers an exceptional accuracy rate of up to 99 percent because it truly understands language and intent, and learns automatically. It even understands synonyms, pronouns, slang, and company/product/industry specific terms. Its built-in dictionary is easily customized, so you can always add information.

This greatly improves adoption rates to your lower-cost channel, while building satisfaction. And because it is so successful in resolving issues online, customers using RealDialog have reduced inbound email volume by up to 80 percent.

Delivering a quality IVR experience. For phone-based self-service, we provide integrated voice response (IVR). Our intelligent IVR solution leverages information in ePowerCenter, your customer loyalty databases, and more to personalize interactions and ensure proper call handling and routing.

With our customer care solutions, you delight your customers by providing a consistent experience across all communication channels. Our technology integrates the management of all customer interactions, including self-service, email, telephone, and chat. Your customers won’t receive different answers to the same question as they move from channel to channel.

Escalating between channels…seamlessly. In some instances, escalation is unavoidable. A question just can’t be answered effectively without agent or expert assistance.

Our customer care solutions enable seamless escalation in the contact center and online. All relevant details are passed along to the receiving representative, including those collected during self-service interactions. The interaction picks up precisely where it left off. Your customers are spared the annoyance of repeating their information and issue details.

What good is feedback if it’s going to be “forced” into one of just a handful of general categories?

ePowerCenter’s sophisticated reporting capabilities enable real-time, actionable customer feedback to be captured, analyzed and quickly distributed across the organization.

Making continuous improvements. Our customer care solutions provide valuable insights from all of your service interactions that can help you identify changes in customer preferences, issues impacting loyalty, and retailers and manufacturing partners that are not meeting company standards—all in real time.

This unbiased feedback offers ongoing input for improving the customer experience.

A finger on the pulse of your customers. When you’re equipped to listen to and leverage the voice of the customer, you quickly uncover opportunities where their wants and needs are not being met. In turn, you are able to fine tune marketing, sales and product development efforts.

From the highly-detailed information captured in our reports, you can develop better messages, execute more successful campaigns, respond faster to opportunities, and outpace competitors. (Marketers can push refined messaging, content, and links to all touch points in minutes.)

You also have a means to gauge consumer reactions to new services, bundles, products and promotions early on.

Quickly identifying problems and their root cause. ePowerCenter acts as an early warning system for outages, issues with specific phones/devices/equipment, or problems that could lead to undesirable publicity.

When incoming complaints match the specific issue alert threshold established by your organization, the system sends notifications to alert key stakeholders.

They can then drill down into the details of reports to identify the root cause of issues, make informed decisions, and resolve problems - before they escalate to an uncontrollable level.

A happy customer is your greatest asset. They buy from you, they bundle with you. They will recommend that friends, families, co-workers and neighbors do the same. Within their social networks, their influence has a reach beyond advertising.

By moving you past the obstacles to great service, our solutions enable you to reward customers with outstanding experiences and show them that you’re listening. Your representatives have the tools and knowledge to anticipate, identify, and maximize revenue generation opportunities across multiple interaction channels.

Along the way, you’re reducing expenses throughout the service organization, and making profitable decisions in almost every area of the business.