Communications companies are facing tough challenges such as increased competition and falling rates. However, new opportunities are offered by innovative communications options to their customers. Many companies are finding that advanced and integrated contact center solutions allow them to cut costs and improve sales of higher revenue services such as high-speed Internet access, unified messaging and wireless. Through integration between the contact center and corporate databases companies gain a 360-degree view of customer needs and habits, allowing agents to offer advanced solutions and improve customer retention.
Learn about Customer Service Strategies for the Communications Industry
Genesys is the established market leader in delivering comprehensive and technically innovative contact center solutions to the enterprise.
The top 10 communications companies answer the call with Genesys.
- 16 of the world's 20 largest telecommunications companies including the top ten
- 2 of the world's 5 largest network and communications equipment companies
| Communications service provider customers: (partial list) |
|---|
| Axtel
| AT&T
| British Telecom |
| Level3
| Deutsche Telecom
| Eircom |
| Hanaro Telecom
| O2 Communications
| Verizon |
| Virgin Mobile
| Qwest
| SK Telecom |
| Sunrise TDC Switzerland
| Swisscom Mobile
| Virgin Media |
| Telstra
| T-Mobile
| Verizon |
| Vodafone
| Trinsic
| |
See how Genesys has helped other communications service providers.
Genesys understands that today's communications service providers need to differentiate themselves through an integrated customer service approach:
- Increased competition and falling rates are forcing companies to find new ways to improve their top and bottom lines.
- Wireless carriers recognize that number portability increases the threat of customer defection, but also makes it easier to attract new customers from less attractive competitors.
- Service providers want to up-sell higher revenue services and also new service bundles including high-speed Internet access, unified messaging and wireless.
- As service providers offer an increasingly broad array of services, integration between the contact center and corporate databases is essential in order to provide a 360 view of the customer and deliver effective service.
Download Communications Industry Brief for more information
As a critical touch point between you and your customer, the contact center has the potential to improve operational efficiency, enhance customer loyalty and generate revenues. An integrated contact center software solution can provide the following benefits to communications service providers:
- Intelligent call center routing can direct high-value customers to specialized "gold" agents, improving customer satisfaction and retention.
- Voice self-service is an excellent way to reduce customer churn, increase satisfaction and contain costs. Self-service can also be selectively deployed during busy periods to reduce customer wait times.
- Increasingly, customers expect to do business with your company via e-mail, Web-chat and text-messaging. Provide a consistent customer experience across all media and enhance satisfaction by enabling contact via voice, e-mail, SMS notification, Web chat and voice self-service.
- Increase revenues and margins through identification and capture of sales opportunities. Call centers can tap CRM databases to identify customers with high-margin opportunities.
See how Genesys has helped other communications service providers.
|
+1
888 GENESYS - say "sales"