Maximizing Customer Intelligence and Cost Reduction in Telecommunication
This white paper focuses on two competing priorities – cost reduction and creating positive customer experiences. Both are critical factors for success, but they can also innately contradict each other. The paper explains that it is possible to achieve both by providing customers with self-service (which is rapidly gaining popularity as the customer’s favourite method of engagement). However, self-service is only effective if it creates a real sense of customer empowerment through ease of use and powerful functionality, delivering a level of service superior than that of a call center. Key to user-friendly self-service applications is Business Discovery software. Through its flexible architecture and intuitive visualizations, users are able to effectively manage their own accounts and reveal new insights about their usage. But Business Discovery goes much further for telecommunication companies; it unites disconnected silos of data across the enterprise, improves operational performance, aids decisions on financial performance and improves sales, all through increased intelligence and insight.
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