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.
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In-life service
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.
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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
Building a proactive retention strategy
WHITEPAPERWe explain how telcos can use data-driven approaches to improve churn reduction strategies. The whitepaper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive.
Building an effective churn reduction strategy
WHITEPAPERContactEngine 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.
Sky - Better Contact Rates, Better Customer Journeys with ContactEngine
VIDEOSky'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.
How Will AI Impact the Call Center?
VideoEuan Matthews, Director of AI & Innovation and Cosmin Davidescu, Head of AI answer the popular question 'Will AI kill the call center?', and discuss the advancements and limitations within the field of artificial intelligence to provide listeners with a better understanding of current capabilities and of what's to come.
The Service and Repair Journey
VideoJames Walker, Chief Customer Officer of ContactEngine Ltd., discusses the importance of the service and repair journey and ContactEngine's solution to improving service and efficiency and post appointment care in this 3-minute video.
It’s not often you come across a technology platform that delivers such immediate, measurable value. The ROI and improvements in customer experience that we’ve realised from ContactEngine have been tremendous, with a return on investment above 10:1 on cost-saving alone.Paul Buttery, COO, Virgin Media
