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
ContactEngine for Telcos
VIDEOIntroducing ContactEngine proactive care for telcos. This visualisation shows a ContactEngine journey through the customer's perspective. Your customers should never have to ask!
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.
TELUS - Transforming Field Service Operations with ContactEngine
VIDEOTransforming field service operations for TELUS to increase customer lifetime value and drive down cost to serve
A 'Pay Now' Collections Journey - Powered by Proactive Conversational AI
VideoContactEngine's series of videos show three scenarios familiar to anyone in a collections company or department. Our proactive conversational AI awaits a trigger to contact a customer and then holds a conversation with them, so they can reply in their own time, in their own words, without the embarrassment of speaking to an advisor.
A 'Payment Arrangement' Collections Journey - Powered by Proactive Conversational AI
VideoContactEngine's series of videos show three scenarios familiar to anyone in a collections company or department. Our proactive conversational AI awaits a trigger to contact a customer and then holds a conversation with them, so they can reply in their own time, in their own words, without the embarrassment of speaking to an advisor.
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
