Communication Service Providers

Communication Service Providers

Differentiation and Competitive Advantage on the Front Line

 

The convergence of telecommunication services with cable, satellite and Internet services creates a highly competitive market in which customer loyalty is eroding. Service providers must keep pace with continuous technology and product innovation such as smartphones and video on-demand, even as they maintain legacy offerings like landline service. At the Decisive Moment™ of customer interactions, they must handle in parallel billing issues, customer technical problems, and a variety of plans, products and bundles that increase customer confusion and reduce operational efficiency. Against this backdrop, the customer experience has become service providers’ main point of differentiation. Smart technology is needed on the front line in the call center.

 

NICE Customer Interaction Management solutions help service providers deliver a differentiating customer experience and achieve a competitive advantage by addressing these needs:

 

  • Reduce churn

  • Increase ARPU

  • Increase operational efficiency

  • Resolve disputes

 

NICE provides a broad offering of business solutions targeted to address critical operational and strategic needs of communication service providers, such as first contact resolution (FCR), average handle time (AHT), churn reduction and sales and collections effectiveness.