Our experience working with the world’s largest telcos in their most competitive markets over the last decade has yielded unique insights into improving both wireline and wireless telco customer journeys. ContactEngine reduces both business and customer effort, minimizes customer journey breakages, increases revenue and improves NPS/CSAT.
Where ContactEngine fits in
Sales conversion & joining process
ContactEngine optimizes your sales funnel by engaging current and prospective customers in proactive conversation, efficiently hand-holding them through the onboarding process. This results in an uplift in customer experience while reducing both cost per acquisition and cycle time.
For example, for wireline products, ContactEngine orchestrates a fully-automated self-installation journey: from equipment delivery to service activation. Alternatively, when a technician is required, ContactEngine increases right-first-time installations through intelligent scheduling and management of customer communications.
Differentiating your business within the market lies in the quality of your interactions throughout the customer life cycle. Proactive communication and digital adoption is a key enabler to realizing a differentiated customer experience.
Most customers just disappear until contract renewal, moving day, or when they have an issue. Data allows you to identify opportune moments to start in-life value-add conversations. Proactive in-life conversations allows you to retain customers through improved CX rather than solely price.
The measure of this is preventing ARPU erosion while mitigating churn.
Upsell, cross-sell and retention
Upsell and cross-sell are key components to reducing customer churn and therefore increasing revenue. A data-led approach is key to proactively making the right offer at the right time on the right channel, retaining customers and increasing product-holding.
Our data driven insights for telcos
Sky's contact centre was already achieving good results for pre-appointment calling, reaching up to 50% of customers. Through ContactEngine, they have moved that to 90% - creating better customer journeys along the way.
ContactEngine works with many of the largest telcos and utility companies in the World. We examine some relatively novel techniques we have seen work wonders in churn reduction across many areas of the customer journey within our clients.
Turning now to the micro-level of detail of ContactEngine, this “Single Journey” visualization shows all the things that take place for just one customer within one telco journey.
What is Human-Computer Rapport, and why do we need it? AI experts Prof. Chris Reed (ARG-Tech, University of Dundee) and Prof. Mark K. Smith (CEO, ContactEngine) and Euan Matthews (ContactEngine) discuss the technology behind contextualised communication between computers and humans.