SOLUTIONS INDUSTRIES SERVICES TECHNOLOGY PARTNERS NEWS/EVENTS COMPANY

Communications

Telecom and Communications service providers use Comprehend to improve first call resolution reducing churn and increasing quality of service and the customer experience, resulting in immediate cost savings and increased average revenue per unit (ARPU).

Challenges

Telecom and Communications service providers are continually seeking ways to resolve service delivery issues in order to reduce costs and improve customer satisfaction within call centers, back office and self service operations.

  • Cost reductions come from several areas: reducing call volumes, and reducing truck rolls (tech visits).
  • Revenue increases can be driven through reducing customer attrition and increasing cross and up-sell (ARPU) opportunities.

Solution

The OpenConnect Comprehend solution discovers and analyzes business processes in ways no other solution can. Comprehend exposes the details of service delivery issues required to reduce costs and improve customer satisfaction within call centers, back office and self-service operations.

  • Comprehend Workforce Intelligence provides event-based analytics on exact productivity costs associated call center personnel.
  • Comprehend Process Intelligence provides a complete view of the end-to-end process throughout your organization for service activation, billing and other critical processes (from self-service site all the way through to call center) to quickly resolve rework and process bottlenecks.
  • Comprehend Customer Intelligence provides a detailed view of the entire customer experience to provide detailed First Contact Resolution for every customer interaction, across every channel to pinpoint customer service issues.

Benefits

OpenConnect Comprehend provides quantifiable results to improve first call resolution, quality of service and customer experience. Comprehend provides the details to help you understand exactly what is happening deep in the details of your service delivery processes that are driving costs, bleeding revenue and reducing customer satisfaction. First Call Resolution rates can quickly be improved yielding immediate benefit in:

  • Cost reduction through fewer FCR failure calls
  • Customer churn reduction every percentage improvement in FCR improves customer satisfaction by a percentage point.
  • Satisfied first call customers are 5 times as likely to consider buying another service.

Key Customers Include:

Case Studies:

  • Telecom Service Providers can benefit from improved customer service, order entry and provisioning.

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  • Comprehend recognizes $52 million in net savings over three years in the retail banking division of a leading financial institution.

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