Intelligent & Proactive Customer Care Outlook 2015 – whitepaper


The quality of experience customers receive from a service provider is the most important differentiating factor in determining if subscribers are loyal and spend their money on services from the service provider. Operators are being faced with the dual pressures of declining ARPU and the threat of churn – every customer lost requires marketing costs and resources to replace them. The ball is therefore in the court of the operators to up their focus on customer experience in a bid to retain and attract new subscribers. Intelligence recently questioned 200 telecoms CEM professionals to gain their views on:

  • Existing approaches to customer care and experience
  • Implementing proactive and holistic customer service management applications
  • Utilising pre-emptive analytics to predict and mitigate customer issues – including network, handset and contact centre experiences.

Download this whitepaper to discover the results, and investigate the utilisation of new and emerging analytics platforms for optimising the customer experience.

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