Centriam Customer Experience Lab

MARCH 26, 2019

billion telecommunications company. A customer experience transformation is underway at Cable & Wireless, a $3.6

NPS 57

NPS Wireless Telecommunications Data 57

TechSee

FEBRUARY 10, 2025

The KPIs You Care About: CX, Service, and the Bottom Line When enterprise executives evaluate new technology for AI-driven customer service, they look for ROI, operational efficiency, and top-tier customer satisfaction. A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Foster Employee Development.

Telecommunications 120

Telecommunications Company Culture NPS 120

PeopleMetrics

JANUARY 30, 2025

A telecommunications company we work with now uses AI to identify customers likely to churn based on subtle changes in survey feedback patterns. Remember: Technology enables better listening, but it's still humans who turn listening into action. This revelation led to meaningful changes in their service recovery program.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

TechSee

OCTOBER 17, 2024

Companies should start by identifying key pain points in their customer service processes and exploring how visual and AI technologies can address them. This iterative process fosters a culture of innovation and ensures that the technology evolves to meet the changing needs of the business and its customers.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Robotic Process Automation (RPA) is a form of business process automation technology based on AI. “Alexa, launch Netflix!”.

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

NOVEMBER 4, 2024

In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. It encompasses a spectrum of technologies that enable computers to analyze and understand images and videos, extracting valuable insights and enabling intelligent decision-making.

Video 109

Video Telecommunications Customer Satisfaction Analysis 109

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Foster Employee Development.

Telecommunications 111

Telecommunications Company Culture NPS 111

TechSee

JUNE 9, 2022

This new solution combines TechSee’s video support for contact centers , using Web-RTC technology and KDDI Evolva’s know-how and experience in building, operating, and improving contact centers for major Japanese companies. solution services, It is a technology value creator. Implementation Process. Terilogy Co.,

Telecommunications 109

Telecommunications Video Contact Center e-support 109

Lumoa

JUNE 4, 2018

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. This is a very exciting combination of technologies in a growing market”, says Aleksi Partanen , partner at Icebreaker.vc.

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

AWS Machine Learning

MARCH 19, 2025

When the stakes are high, success requires not just cutting-edge technology, but the ability to operationalize it at scalea challenge that AWS has consistently solved for customers. Theyve taken on a technology most of us now take for granted: search. Perplexity exemplifies this spirit.

Innovation 125

Innovation Healthcare Training Resources 125

Integrate.ai

DECEMBER 16, 2019

Telecommunications companies have plenty to gain from advances in AI—like the ability to deliver truly individualized customer experiences. Today, we’re going to unpack the trust challenge, how to overcome it, and take a look at how TELUS, one of Canada’s top telecommunication carriers, applies responsible AI.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

Oracle

APRIL 22, 2019

This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time. So what is AR technology? Augmented reality has since evolved into a much more sophisticated, affordable technology.

Technology 106

Technology Tourism Telecommunications Automotive 106

Blueshift

NOVEMBER 16, 2022

We are thrilled that for the third-year in a row, we are named among the most innovative, fastest-growing tech companies in the Deloitte Technology Fast 500 list, ranked #366 overall and #73 in the Bay Area. . This is an incredibly important recognition for us since growth and innovation are two of our top priorities.

Technology 19

Technology Telecommunications Company Innovation 19

TechSee

JANUARY 9, 2023

Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. Integrating Visual Engagement Technology in Your Field Service Strategy.

Self Service 109

Self Service Technology Engagement Telecommunications 109

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. Visual engagement technology has been proven to assist field technicians across a number of use cases.

Technology 109

Technology Self Service Wireless Telecommunications 109

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 126

Telecommunications Training Chatbots CRM 126

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. Amplify your contact center technology arsenal with InMoment’s conversational analytics software. What is a Healthcare Contact Center?

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

AWS Machine Learning

OCTOBER 30, 2024

With over 15 years of experience in contact centers and telecommunications, Priti specializes in helping customers achieve their desired business outcomes with customer experience on AWS using Amazon Lex, Amazon Connect, and generative AI features.

Chatbots 106

Chatbots Hotels Contact Center Telecommunications 106

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Most recently, Verizon and Vodafone have started experimenting with the technology. Augmented Reality. Computer Vision.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Telecommunications Interactive Voice Response (IVR) Systems: Telecommunications companies utilize AI-driven IVR systems to efficiently route customer calls.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

InMoment XI

AUGUST 19, 2024

InMoment’s customer listening technology was implemented in regional care centers to immediately collect customer feedback after each interaction. TELUS Leading the telecommunications industry, TELUS is Canada’s fastest growing telecommunications company with more than 13.1 million customer connections.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

AWS Machine Learning

MAY 8, 2024

The telecommunications industry is more competitive than ever before. Business outcomes The churn prediction solution implemented by Dialog Axiata has yielded remarkable business outcomes, exemplifying the power of data-driven decision-making and strategic deployment of AI/ML technologies.

Telecommunications 120

Telecommunications Effort Score Training Analysis 120

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Advanced technologies. Telcos are increasingly investing in advanced technologies to reduce their churn rates.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. It’s a strategy that many companies have used for years to understand and prioritize customer needs.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. By making a significant investment in customer service technology. How did they do it?

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Don’t be afraid to invest in technology to get the job done more effectively.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

InMoment XI

SEPTEMBER 26, 2024

Regular coaching and upskilling are necessary to keep agents effective, especially as new products, policies, or technologies roll out. This includes physical space, telecommunications systems, workforce management tools, and advanced call routing software. This constant training cycle can become a significant operational cost.

Call Center 195

Call Center Self Service Contact Center ROI 195

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. The technology can address 15 million alarms per day, restoring service before the customers notice an outage.

Trends 107

Trends Industry Telecommunications Chatbots 107

Blueshift

NOVEMBER 8, 2023

We are excited to announce that for the fourth year in a row, Blueshift has been named among the most innovative, fastest-growing tech companies in the Deloitte Technology Fast 500 list, ranked #63 in the Bay Area and #342 overall. This recognition is a testament to our unwavering commitment to growth and innovation.

Technology 64

Technology Telecommunications Innovation Customer Engagement 64

AWS Machine Learning

JANUARY 28, 2025

As LLMs take on more significant roles in areas like healthcare, education, and decision support, robust evaluation frameworks are vital for building trust and realizing the technologys potential while mitigating risks. He holds a PhD in Telecommunications Engineering and has experience in software engineering.

Management 104

Management Metrics Comparison Telecommunications 104

AWS Machine Learning

JUNE 7, 2023

United Arab Emirate’s (UAE) Technology Innovation Institute (TII) , the applied research pillar of Abu Dhabi’s Advanced Technology Research Council , has launched Falcon LLM, a foundational large language model (LLM) with 40 billion parameters. TII is a leading global research center dedicated to pushing the frontiers of knowledge.

Training 101

Training Innovation Technology Multi-Channel 101

NobelBiz

JANUARY 30, 2024

This challenge, often arises during peak periods or due to technological shortcomings. Call blocking is considered to be a significant challenge for businesses that are reliant on telecommunication. Initiated by both telecommunications carriers and end-users, call blocking is mostly aimed at preventing unsolicited or unwanted calls.

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

TechSee

DECEMBER 21, 2022

Visual Intelligence is deployed at over 1000 companies including 6 of the top 10 global telecommunications companies, 2 of the top 3 home builders in the U.S., Many Amazon connect customers already use TechSee’s technology via Salesforce’s Visual Remote Assistant which is powered by TechSee. . For more information, visit [link].

Telecommunications 21

Telecommunications Video Employee Experience Technology 21

Uniphore

JANUARY 24, 2022

It’s time to rethink real-time agent coaching—with AI-powered agent assist technology. A 50% decrease in after call work effort for a major European telecommunications provider. Clearly, current coaching and skill-building methods aren’t doing enough to keep agents from walking out. Learn More. The list goes on…. Learn More.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130