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.
Show more less
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.
Show more less
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 - Better Contact Rates, Better Customer Journeys
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.
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.
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.
ContactEngine for Telcos: Individual Customer Maintenance Journey Visualization
VideoTurning 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.
Human-Computer Rapport
VideoWhat 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.
