Welcome

The highly competitive nature of the telecommunications industry has made the pursuit of customer loyalty a top priority. Ofcom recently reported that:

“Delivery on customer service appears to have a direct impact on customer loyalty” and that “poor customer service has resulted in customers claiming to be less likely to stay with underperforming providers”. No great surprise there but clearly it is no longer enough to offer the best deal on the latest phone for a telecommunications business to thrive.

To prosper companies now need to place increasing emphasis on creating superior customer experiences across multiple channels of engagement. In particular customers want their providers to be easily accessible across all channels at all times. They expect a personal service and their history to be recognised by their provider irrespective of the channel of engagement. Above all they expect the provider to be responsive when things go wrong. Companies that embrace a truly customer centric way of doing business can expect a significant reduction in customer churn and the added benefits that come from having the most influential brand advocates of all: happy customers!

numero are experts in the rapidly changing world of customer experience management (CXM). For over a decade our solutions have played a vital role in helping some of the UK’s leading brands provide rich, engaging experiences for their customers. We have a strong track record in the telecommunications sector with our class leading numero interactive solution successfully deployed at Lime and BTC.

numero interactive provides an innovative combination of NLP (Natural Language Processing), CXM(Customer Experience Management), Case Management, Workflow, Workforce Management, Content Management, Web Self-Service, Mobile & Tablet Apps and Business Intelligence into a single package that is compatible with the regulatory requirements for security, auditing and retention of numerous industry initiatives.

Benefits:

  • Improved advisor & customer experience (CX), customer retention and new customer acquisition
  • Fully integrated front office and back office multi-channel customer service platform, providing a single view of the customer across multiple channels including telephony, email, SMS, document management, contact forms etc.
  • Self Service, ‘My Account’ portals, proactive / scheduled notifications, auto acknowledgements and auto response to aid contact deflection. Comprehensive dynamic knowledgebase linked to FAQs
  • Industry leading email management; Scripting services, dynamic template responses and a fully integrated knowledgebase supporting agents
  • Fully integrated with Social Media channels such as Facebook and Twitter
  • Innovative mobile and in store tablet ‘apps’
  • Intelligently routes work items to agents and departments with the correct skill set, based on real time contact centre information and associated agreed SLA
  • Full audit trail of interactions
  • Quality assurance tools as standard
  • Provides comprehensive management information and reporting
  • Multi-lingual enabled
  • Supports multiple brands
  • Integrate with your stores to support escalations and gain greater insight into your customers

At numero we appreciate that companies in the telecommunication sector have often grown rapidly via mergers and acquisitions and have inherited a plethora of back office, CRM, ERP and store systems that are only loosely connected, if at all. To provide great customer experiences data from these systems needs to be ‘surfaced’ in one place for a single customer view. Our consultants have the technical expertise to integrate numero interactive with multiple data sources for seamless customer journeys.

numero combines industry knowledge, integration expertise and functionally rich package software in to one unbeatable CXM solution for the telecommunications sector.

If you would like to take the first step towards superior customer experiences call us now.

Steve Almond
Account Director
+44 7961 903 980
steven.almond@thisisnumero.com

clients we work with

clients we work with

Multi-channel Help Centre for LIME

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