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Customer-centered omnichannel support across the lifecycle

Customer experience is the single biggest factor driving loyalty today – more so in the Telecom industry where competition is fierce and customer volatility is high. Emphasizing outstanding experiences can set your brand apart.

By bringing together AI, automation, analytics, and human intelligence, our solutions deliver targeted and curated customer experiences in a secure and compliant environment. From lead generation, sales, and retention to tech support and back office, the solutions help you design digitally influenced journeys across the end-to-end lifecycle.

As your strategic partner, we are committed to delivering high impact outcomes, including improving wallet share, market share, and customer lifetime value (CLV).

Download the Telecom CX solutions brochure.

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#ResultsMatter

Media subscription services company

  • 12%
    Reduction in AHT
  • 80%
    Reduction in agent
    training time

  • Increased agent availability
    and reduced training costs

Global telecom/media company

  • 80,000
    Records Annually
  • 1M
    Outbound Calls Annually
  • 1,65,000
    Inbound Calls Annually

Impacted LTV sales on fallout with $1.2B in added revenues over the course of 10 years

Long-standing partnerships

Global-Wireless-Network

Global wireless network operator

Customer life cycle support, across 5 sites in 2 geographies, with English and Spanish language capabilities

American-multinational-telecom-conglomerate

American multinational telecom conglomerate

Customer life cycle support, across 6 sites in 3 geographies, with English and Spanish language capabilities

American-Wireless-Network-Operator

American wireless network operator

Customer care and high-volume support with analytics-driven visibility into trends and patterns

Our Services​

Rocketship-Featured

Revenue Acceleration

  • Customer acquisition​
  • Sales renewals
  • Inbound/outbound and consultative sales - upsell and cross sell
  • Customer Retention
  • Loyalty Program Support
Cost-Reduction-Icon

Cost Optimization

  • Customer service
  • Dynamic Agent Training Programs
  • Workforce Management
  • Escalation Management
  • KYC & Due Diligence
  • ​Fraud prevention & management​
  • Transaction reconciliation
  • Data entry and data mining​
  • Call Transfer Rate Reduction 
  • Order processing​
  • Customer account management
  • Process Automation & Optimization
Rocketship-Icon

Enhanced Experience

  • Omnichannel Customer Support - including Conversational AI Chatbots
  • Sentiment Analytics
  • Call Driver Assesment
  • Repeat Call Analytics
  • Customer Churn Mitigation
  • Channel Optimization
hw-we-do-it-telecom

How we do it

Our flexible engagement model ensures cultural alignment with your business to drive process improvements, operational excellence, and business outcomes.
'Universal Agent' Strategy
'Universal Agent' Strategy
Cross-skills agents to manage queues, increasing occupancies, reducing turnaround times, maximizing efficiencies, and shrinking costs
SupportPredict Platform
SupportPredict Platform
Helps agents deliver an exceptional digital customer experience by harnessing our fully integrated and self-learning SupportPredict knowledgebase.
Intelligent Automation
Intelligent Automation
Blends various strategies, skills, tools, and techniques to empower agents, increase predictability and reliability of services, and reduce costs
Social Care
Social Care
Uses tools that provide best-in-class social media CRM capabilities in conjunction with your omnichannel platforms

How we do it

Our digital-first approach focuses on improving customer convenience and personalization at every touch point. Meanwhile, our domain and client-specific agent training ensures seamless alignment with your brand. The two-pronged approach enables you to drive targeted process improvements, boost operational excellence, and nurture bottom line growth.

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.

Analysing-sentoments

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
Telecom CX solution brochure

Industry leading capabilities

Innovation coupled with consistent and repeatable core best practices across all aspects of customer support
Technology & contact center operations experience
Technology & contact center operations experience
#1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022
Proven track record
Proven track record
Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA
Outstanding security and compliance
Outstanding security and compliance
Seamless and contextual multi-geo support
AI-based knowledge management
AI-based knowledge management
Data-driven operations, multi-channel efficiencies, and cross-sell and upsell to grow customer lifetime value
Advanced analytics
Advanced analytics
Stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching
Workforce readiness
Workforce readiness

Meet our experts

Daniel-Dwyer

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Daniel Dwyer
Daniel-Dwyer

Connect with me

Leadership /
Daniel Dwyer

Daniel Dwyer

Vice President, Client Solutions

Daniel Dwyer is ResultsCX’s Vice President of Client Solutions. He has a demonstrated history of working in the information technology and services industry. With nearly three decades of experience, Dan is experienced in leading high-performance teams focused on improving efficiencies and employee development to provide exceptional client satisfaction.

Vice President, Client Solutions
Mark-Degeorge

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Mark DeGeorge
Mark-Degeorge

Connect with me

Leadership /
Mark DeGeorge

Mark DeGeorge

Vice President, Client Solutions

Mark DeGeorge is Vice President, Client Solutions at ResultsCX. Having led multi-functional, geographically diverse teams across a large client base, he is an expert in driving continual performance improvement for CX, Retention, Sales, Resolution, and Efficiency. Mark's global experience includes managing relationships in Cable, Wireless, Satellite, and telco Equipment industries, along with renowned brands in Retail, e-commerce, CPG, and home electronics sectors.

Vice President, Client Solutions

Awards & recognition

We have been recognized a leader across most 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

Everest-CX-2024

Beyond operational excellence

revenue-update-icon
Revenue Acceleration
Digitally-led CX strategies, solutions, tools, and accelerators to advance growth and revenues
cost-reduction
Cost Optimization
Omnichannel strategies, resolution-centered approach, and innovative workforce management toolkit to keep a lid on costs
experience
Enhanced Experience
Seamless, responsive, and data-driven experiences that keep customers coming back

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