Media

Crank up the volume on customer experience

Meet ever-evolving consumer needs with digital-first solutions

The ultra-competitive environment across the media landscape is fueling ever-higher customer expectations. Insights-driven, curated customer experiences are fundamental to staying ahead. That’s where we come in.

Utilizing analytics unique to media customers, their lifecycle, and preferences for brand interactions, we help brands design digitally influenced customer journeys. Our solutions blend AI, automation, and analytics with the human touch, helping you meet changing customer needs across the lifecycle – in a secure, efficient, and compliant environment.

Our skin in the game engagement models deliver outcomes that matter, including improved wallet share, market share, customer lifetime value (CLV), CSAT, NPS, and agent productivity.

#ResultsMatter

Media subscription services company

12% reduction in AHT
80% reduction in agent training time
Increased agent availability and reduced training costs

Global media and technology conglomerate

37% increase in average equipment revenue per sale
220% increase in total equipment sales
267% increase in average units per sale
72% sales involved highest value product package

Long-standing partnerships

Our Services

Revenue Acceleration

Cost Optimization

KYC & Due Diligence
Workforce Management
Content and review moderation & management support
Translation services - dubbing, subtitling
Content Management Support
Call Transfer Rate Reduction
Dynamic Agent Training Programs

Enhanced Experience

How we do it

Our approach to customer experience management (CXM) provides seamless multi-geo support, reduces customer churn, and preserves the integrity of your brand.

We take the time to understand your business, your customers, and how they interact with you, to design solutions that drive engagement and deliver outcomes that matter.

Our approach

Powerful ecosystem

Make the most of our CX expertise, proprietary tools, and high-impact partnerships across implementation, client solutions, account operations, and IT

SupportPredict AI-powered knowledgebase

Deliver knowledge across all customer touchpoints whether from an agent, through service, in a social community, or through mobile, using our patent protected platform.

Social and digital experience management

Take charge of your social care, reputation management, and content moderation. Our people development and performance management processes, playbooks, and suite of technology provide a scalable best-in-class strategy – across geographies and brands.

Advanced analytics

Support data-driven operations, multi-channel efficiencies, agent retention, and cross-sell and upsell to grow customer lifetime value.

How we do it

For three decades, we’ve helped leading media clients deepen engagement, personalize support, and reduce churn – all while preserving the integrity of their brands. Guided by our digital-first approach, we take the time to understand your business, your customers, and how they interact with your brand, to design solutions that deliver the desired outcomes. From identifying strong leads to optimizing channel mix to accelerating acquisition to improving cross-sell/upsell.

Increased customer lifetime value

Advanced analytics to better understand customer needs, target, prioritize, customers most likely to convert.
Multiple platforms – email, chat, app, website, social media, and voice – so customers can engage on a channel of their choice.

Improved agent performance

Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
Next-gen training for ongoing market level learning, development, and cultural sensitivity.
Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
Programs and interventions to ensure advocate health and wellness.

Elevated experiences

Key insights to deliver focused, intelligent, and desired experiences.
Curated experiences based on customer profile and preferences.
Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.

Do more with our next-gen services

Reach out to the right customers, on the right channel, at the right time
Prioritize and target high value customers
Tailor product messaging to target channel
Leverage customer intelligence, personalize solutions, increase average order value
Implement sales campaigns based on customer behavior
Enable voice-based ordering system using conversational AI voice-based platform
Use guided agent workflows to improve sales conversion

Industry leading capabilities

Driving innovation and consistent, repeatable core best practices across all aspects of customer support

Technology & contact center operations experience

Recognized as #1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022

Proven business outcomes

Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA

Outstanding security and compliance

With stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching

Workforce readiness

Meet our experts

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Vice President, Client Solutions

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Vice President, Account Operations

Awards & recognition

We have been recognized a leader across all aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX