AI, Hyper Analytics and Hyper Automation for
Providers of Telecommunications & Digital Services
Telecommunications and digital service providers can leverage OnviSource technologies for their front and back-office functions to enhance CX and customer satisfaction, workforce performance and business productivity.
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Increase Average Revenue per User
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Enhance CX and Customer Satisfaction
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Track Changes in Competitor Price
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Optimize Call Center Functions
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​Initiate and Analyze Customer Surveys
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Analyze the Customer Journey
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Streamline Order Processing & Fulfillment
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Improve First Call Resolution
Considering the enormous volume of interactions taking place daily, our AI-driven Hyper Analytics and Hyper Automation building block applications are highly effective in maintaining efficient processes and loyal customer relationships.
Increase Average Revenue per User
Analysis of customer data can identify the demographic groups of greatest value and opportunities for upselling or cross-selling additional services or plans to individual users, thereby increasing their spending with your company.
Enhance CX & Customer Satisfaction
Analytics can discover gain insights into customer behavior and preferences, allowing companies to tailor services and support for improved satisfaction. It can also identify areas for improvement in agent responses, script adherence, and overall communication effectiveness.
Automation supports agents by providing real-time suggestions and relevant information during customer conversations, enhancing the quality of service.
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Automation can streamline processes, reducing wait times and errors. It can assist in offering personalized customer support by using data from previous interactions to understand individual preferences and issues.
Competitor Price Tracking
Analytics tools can monitor competitors' pricing strategies, allowing you to adjust your pricing strategy in real time to remain competitive.
Call Center Optimization
Analytics can automatically analyze customer interactions (calls, chats, emails, etc.) to score agent performance and identify areas for training. At the same time, it can gauge customer sentiment and identify pain points.
Automation can streamline repetitive or manuals tasks and reporting, freeing up employees to focus on high-value activities.
Customer Surveys
Analytics can identify interactions with customers who expressed dissatisfaction or specific concerns and recognize trends so providers can fine-tune their services and address concerns promptly.
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Automation can trigger targeted follow-up surveys to gather feedback and insights, helping providers address issues and improve satisfaction.
Customer Journey Analytics
Interaction analytics can map and analyze the customer journey across various touchpoints, before, during and after service helping providers understand bottlenecks and pain points, and pinpoint opportunities for improvement.
Automation can assist in predicting the next steps in a customer's journey, enabling proactive engagement to enhance the overall experience.
Order Processing and Fulfillment Automation
Automation in order processing reduces errors, speeds up order fulfillment, and lowers operational costs, ultimately benefiting both customers and the company.
Analytics can analyze customer requests related to service activations, upgrades, or changes, and automatically trigger the necessary fulfillment processes.
Automation can generate service orders and update customers on order statuses, ensuring a seamless and transparent fulfillment experience.
Improve First Call Resolution
Analytics can monitor call volumes, peak hours, and load balancing to determine the best-suited location, department or agent for each call. It can also identify patterns in customer inquiries and issues, enabling faster resolution through automation or by providing agents with relevant information, leading to higher FCR rates.
Automation can seamlessly route calls based on real-time analysis, reducing wait time and ensuring customers are connected to the right resources quickly.
By applying interaction analytics and automation, telecommunications providers can make their operations more efficient, enhance CX/customer satisfaction, and create more personalized experiences for their customers.
A data-driven approach enables providers to make informed decisions and continuously evaluate and refine their services.
Unique Customer Success Programs
We Make Our Solutions Work for You!
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Free consultation to identify areas of improvement.
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Try before you buy with our no-obligation Proof-of-Concept (POC) and demonstration of Return on Investment.
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Free 30-day hands operation assistance to on-board your team and ensure our solution is optimized to meet your needs.
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