For telecoms and media companies, few things are more important than developing the right relationships with customers. To survive in today’s competitive landscape, communications brands need to earn the loyalty of businesses and investors committed to using their services long-term.
However, as customer expectations continue to evolve in today’s digitally-transforming world, staying ahead of the competition is easier said than done. Not only do brands need to be able to respond quickly to customer queries, but they need to offer a consistent, innovative, and even proactive experience across every available channel.
If you’re planning on investing in your CX strategy this year, to help take your telecoms company to the next level, you may want to start with a little inspiration. Here are some insightful telecoms CX case studies to get you on the right track.
Avaya and Cincinnati Bell
Launching in 1873, Cincinnati Bell has been connected to the communications industry for almost as long as the telephone has been available. As committed innovators in their field, the company consistently invests in new technology to enhance its service offerings and deliver the meaningful experiences customers are looking for. When the pandemic hit, the company turned to Avaya to ensure it could continue to impress its audience with amazing CCaaS solutions.
Facing a rapid and unpredictable increase of 50% in call volume during the pandemic, Cincinnati Bell needed a contact centre solution capable of adapting rapidly to new demands. The Avaya OneCloud CCaaS solution aligned more than 290 contact centre employees working remotely, while giving business leaders crucial insights into customer experience. The result was a scalable, stable, and powerful strategy for CX.
Talkdesk and AMC Networks
With a presence in more than 125 countries worldwide, AMC Networks has become a significant figure in the delivery of subscription streaming. Today, the brand is responsible for 11 corporate segments, each of which is committed to delivering sensational experiences for every customer. To stay ahead of the competition, AMC Networks knew it needed a contact centre and CX solution as agile and innovative as its brand.
Working hand-in-hand with Talkdesk, AMC Networks embraced the Talkdesk ecosystem to respond to customer queries and concerns in record time, even during the pandemic. The all-in-one solution was even designed to integrate with the company’s existing CRM and service desk solution from Freshdesk. Talkdesk allows AMC Networks to continue outshining the competition, no matter how much customer demand grows.
Genesys and 3
Looking for new opportunities for digital transformation, Danish telecom company “3” turned to the Genesys Cloud CX platform for a new level of exceptional customer service technology. Within a year of implementing a new cloud contact centre, the company was already experiencing phenomenal results, from a 10% boost in productivity, to a 15% increase in Net Easy Score.
Genesys allowed 3 to become an early adopter of cloud technology before many other telecoms brands were making the shift into an agile service environment. The flexible ecosystem has ensured the telecommunications brand can stay one step ahead of the competition in delivering excellent experiences through a range of channels to a growing consumer base. What’s more, the Genesys cloud technology also ensured 3 was prepared for a sudden shift into remote working when the pandemic hit in 2020.
NICE and Bell Canada
Bell Canada’s state-of-the-art contact centre solution provides omnichannel support to customers accessing a wide variety of telecommunication products. However, over the years, the company has experienced a number of issues with staff shortages and inefficiencies. In search of a more effective way to boost business operations, Bell Canada turned to the experts at NICE for help.