Telecoms' Data Dilemma: Reactive Customer Support Driving Churn and OPEX

In today’s competitive telecom landscape, managing vast amounts of data while delivering exceptional customer experiences is more challenging than ever. Telecom companies are grappling with data silos and fragmented sources, leading to poor personalization, high customer churn, and escalating operational expenses (Opex).?

Wavenet’s Sense AI Post Call Analyzer (PCA) combines Wavenet’s AI orchestration and prompt engineering with Microsoft services to deliver industry-leading voice processing speeds. Sense AI PCA empowers telecom companies with three key insights:?

• Customer Experience Insights?

• Agent Performance Insights?

• Contact Center Operational Insights?

Discover how Sense AI PCA can transform your contact center operations by addressing these critical challenges head-on.??

Telecom companies face several critical hurdles that impede their ability to deliver superior customer experiences and optimize operations:?

• Data Silos & Fragmented Sources: Disparate data sources prevent comprehensive analysis of billions of data sets.?

• Lack of Personalization: Generic interactions reduce customer engagement and satisfaction.?

• Inability to Predict Churn: Difficulty in identifying and retaining at-risk customers.?

• Extended Call Handling Times: Inefficient processes lead to longer resolution times.?

• Low Agent Productivity: Underperformance, and inadequate tools to predict an increase in operational costs (Opex).?

These challenges contribute to high customer churn rates and escalating operational expenses, undermining profitability and growth potential of each call received.??

Wavenet’s Sense AI PCA addresses these challenges head-on with a suite of advanced capabilities that empower telecom companies to enhance customer experiences, increase revenue, and streamline operations rapidly.

• Real-Time Transcriptions: Instantly convert live voice calls into text for immediate analysis.?

• Sentiment Analysis: Gauge customer emotions to understand satisfaction levels and areas needing attention.?

• Agent Performance Metrics: Track and evaluate agent interactions to identify training needs and boost productivity.?

• Active Learning Loopback: Continuously improve accuracy and predictive capabilities through integrated machine learning.?

• Predictive Data: Swiftly detect customer issues and identify human biases to enable proactive interventions.?

• Training & Compliance Playbacks: Facilitate targeted training and ensure regulatory compliance with detailed call reviews.?

• Omnichannel Compatibility: Seamlessly integrate voice, messaging, IVR, and digital channels for a unified customer experience.?

• Scalability: Effortlessly scale across multiple communication channels to handle increasing demand without infrastructure limitations.??

Implementing Sense AI PCA leads to remarkable improvements across multiple facets of your contact center operations:?

• Enhanced Customer Experience (CX): Deliver personalized and responsive interactions that boost customer satisfaction and loyalty.?

• Increased Revenue: Maximize Average Revenue Per User (ARPU) with every call through targeted upselling and cross-selling opportunities.?

• Streamlined Operations: Optimize call routing and streamline workflows to reduce handling times and operational costs with Sense AI insights.??

• Reduced Churn: Identify and address customer dissatisfaction early, increasing retention and improving Net Promoter Scores (NPS).?

• Controlled Costs: Achieve operational efficiency with scalable demand management and real-time data processing, lowering Opex.?

• Higher Agent Productivity: Empower your agents with detailed performance metrics, targeted training and copilot assistance, enhancing overall productivity and compliance.?

By leveraging Sense AI PCA, telecom companies can achieve the following desired outcomes:?

• Achieve High CSAT and Excel in Contact Center KPIs: Attain top-tier Customer Satisfaction (CSAT) scores and exceed key performance indicators.?

• Enhance Operational Efficiency and Reduce Opex: Utilize real-time data processing and analytics to streamline operations and lower operational expenses.?

• Maximize ARPU on Every Interaction: Increase Average Revenue Per User (ARPU) by optimizing each customer interaction for upselling and cross-selling.?

• Boost Customer Retention and Increase NPS: Strengthen customer loyalty and improve Net Promoter Scores (NPS) by delivering exceptional and personalized experiences.?

Sense AI PCA is built on Microsoft’s robust, scalable cloud infrastructure that ensures seamless performance during peak times and accommodates fluctuating demand without infrastructure limitations. Leveraging advanced AI and machine learning technologies, Sense AI PCA continuously learns and refines its algorithms, enhancing accuracy and predictive capabilities over time, ensuring your contact center stays ahead of the curve.?

Don’t let data overload and operational inefficiencies hold your telecom business back. Transform your contact center operations with Wavenet’s Sense AI PCA and elevate customer experience, capture revenue opportunities, and optimize your operations.?

?? Contact us to learn more

Experience the Future of Telecom Operations with Wavenet’s Sense AI PCA!?