Communication Service Providers

WITH UNPRECEDENTED CUSTOMER CARE, YOU CAN SCALE UP WHILE COSTS GO DOWN. NOW THAT’S COMMUNICATION YOU CAN COUNT ON.

MAKE THE RIGHT CALL WITH BETTER CUSTOMER CARE

Your customers want it all, from internet outage support to new phone upgrades, and they want to take care of all their sales and service issues in one call. For you, this means providing a seamless experience across all your product lines and service offerings. Interactions Virtual Assistants solutions enable natural, responsive conversations that deliver increased accuracy and allow your customers to get more done in less time, while turning customer care into your competitive advantage.

HEAR IT FOR YOURSELF
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  • Your customers want to hear from you. 57% of mobile subscribers said that proactive communications about service interruptions are very important to their overall satisfaction.1
  • They also want information quickly and easily. 64% of mobile subscribers view short wait times on customer service calls as very important.2
  • 1Cognizant
  • 2Cognizant

With Interactions self-service solutions and outbound notifications, you can make customer interactions easy and efficient. On average, our clients increase self-service by 40%, saving your customers time while decreasing your operating costs.

With Interactions solutions, our customers say that our automated phone support system is hands down the best they've ever experienced.

- Michael P, VP, Customer Service

HOW CAN WE HELP YOU?

True service is about anticipating needs, even when facing high call volumes for multiple products and services. That’s why Interactions expands what’s possible with self-service, enabling your customers to get things done quickly and easily, while freeing up your agents to handle more complex issues.

CUSTOMIZED SOLUTIONS FOR COMMUNICATIONS

Service Management

Make it effortless to add  a new device, request repair service, or start new service.

Our Virtual Assistant solutions allow customers to avoid frustration and reduce contact center costs by:

  • Providing step-by-step instructions to activate a new device
  • Triaging a service problem and setting up a technician appointment
  • Accurately and securely collecting information to initiate new service
  • Quickly setting up new or updating existing account profiles

Technical Support

Solving one problem shouldn’t create more of them. Stand out from the competition and grow loyalty with efficient and stress-free tech support that lets your customers speak in their own words.

Utilize our Virtual Assistant solutions to resolve common technical issues, such as:

  • Resetting passwords or retrieving Wi-Fi credentials
  • Troubleshooting device or service issues
  • Answering frequently asked questions
  • Opening help tickets and escalating issues to the right specialist

Account & Profile

We securely collect account information with over 95% accuracy. Your customers will no longer have to repeat themselves or be directed to a live agent just to update a few details.

Make it easy for your customers to:

  • Create and update accounts in real-time
  • Set preferences and enroll in programs
  • Provide alphanumeric and other information without a live agent

Billing & Collections

Collecting delinquent payments can come at a high cost for both you and your customers. Our proactive billing and collections solution prevents late payments and increases efficiency by:

  • Reminding customers about near due and delinquent payments
  • Arranging and processing payment terms based on established business rules
  • Setting up automatic payments and paperless billing
  • Providing balance information and due dates

Proactive Communications

The right message at the right time builds long-lasting customer loyalty. Our Virtual Assistant solutions use interactive “push” messages that are also proven to “pull” customers in – enabling them to take the next step.

Our Virtual Assistant solutions allow you to:

  • Segment by product usage, personalize and deliver promotional offers
  • Notify customers of important plan information and upgrade events
  • Send overage alerts and service reminders

Plan Management

When your customers want more data or more channels, meet their needs just like that.

With our personalized self-service solutions, we make it simple to:

  • Enroll in, change or extend plans
  • Authenticate to gain access to account details
  • Verify and update account and payment information
  • Get timely promotions

Service Calls and Appointments

Getting in-person help should be easy. Our self-service solutions make scheduling and updating appointments fast and easy – and can save you the cost of sending a service truck when no one’s home.

With Interactions solutions, you can:

  • Allow customers to set, confirm and reschedule appointments
  • Deliver interactive reminders that allow customers to quickly reschedule
  • Conduct surveys to collect feedback and show customers their opinions really matter
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Effortless and Frustration Free

With Interactions, you can engage your customers in natural conversations, so they get more things done without the frustration of other automated systems.

  • Patented Adaptive Understanding™ technology delivers 95%+ accuracy
  • Resilient solutions easily handle accents, background noise and out-of-grammar phrases
  • Responsive technology conforms to callers’ intentions without forcing them down a prescribed path

BE WHERE YOUR CUSTOMERS NEED YOU

Your customers want to communicate with you in their own words, through their channel of choice. Interactions helps you deliver a consistent, hassle-free level of service across the channels your customers use most.