AI route optimization can save time and fuel for field technicians. It can also enhance customer satisfaction by
High-frequency, common questions comprise 80% of customer support volumes. By using AI chatbot, companies can
The Nexus portal uses technology from Connectbase and TransUnion’s TruContact Universal Order Connect, which is built on
Telecom AI research from Altman Solon found two broad types of use cases, including “Clear Wins” and “Big Bets.” The former include
The utilities billing system from Innovative Systems that Indianola Municipal Utilities selected has saved countless hours and given
Verizon hiring plans include video interviews. CSRs will be home-based and are a key part of the company’s value proposition, an exec told us
Hybrid fiber wireless provider Starry makes a bold move on the COVID-19 telecom debt forgiveness front, The company, which has seen 10% subscriber
The Consolidated Communications Cisco Webex contact center will use artificial intelligence and predictive analysis tools to place callers…
The Verizon Google contact center pilot will use artificial intelligence to find customer insights and product information to shorten call resolution and to
Telecom customer care research from J.D. Power found that two-thirds (69%) of telecom customers attempt to resolve their own technical issues before…
Providing bills in a customer’s native language can enhance brand perception, improve the customer experience, reduce churn and more…
The average T-Mobile customer care rating was 833 on a 1,000-point scale. It was followed by Verizon (812) and AT&T (799). The segment average is 803.
A one-time tech support revenues forecast from Parks Associates sees these services gaining in popularity as connected home connectivity issues arise. Consumers don’t want to . . .
The Windstream WE Connect portal was developed by a team that included people from different parts of the company. IT personnel interfaced directly with customers on . . .
Verizon Digital CX is designed to give business customers the ability to deliver personalized experiences to customers based on past interactions, regardless of the channel the customer uses to communicate with the business.
T-Mobile for Business Help Desk costs $40 a month and includes live help for installing, setting up or troubleshooting hardware and software for Windows and Mac devices, along with . . .
T-Mobile says it treats its customers like rock stars, announcing a T-Mobile Pandora deal and a deal involving the Live Nation ticket service. A T-Mobile deal with Team of Experts aims to improve customer service by eliminating . . .
The Verizon Moment acquisition will bring Moment’s expertise in digital design into the Verizon fold. The Moment team will focus on increasingly personalized digital experiences such as the My Verizon app and overall improvement of the Verizon customer experience
Consumer research on smart home installation from iQor found that consumers spend close to 1.5 hours resolving technical issues. Nearly one in four couldn’t resolve the issue.
Customers who say a lot of effort is required to speak with a live customer service representative have a much lower wireless satisfaction level than . . .
A truck rolls (service calls) survey from ContactEngine found that 4% of U.S. consumers have scheduled a single appointment more than 20 times.