Building Blocks for Creating Next Gen Customer Service for Telcos

1

Telcos with their assets and customer relationships are

well positioned to capture the next wave of

opportunity in the Smart Home sector.

But this transformation will only take place once the foundation is firmly in place.

2

The first step towards tapping into this opportunity

is to have a solid understanding of the

customer environment.

Once telcos get a clear understanding of their customers and more importantly their behavior patterns, they can use that knowledge to personalize the customer experience and create more brand advocates.

3

The second building block is installing an intelligent

customer support automation tool.

Intelligent support automation takes advantage of big data-driven knowledge management to deliver a customer experience that is both efficient and highly personalized.

4

The third building block is creating a common,

integrated service platform.

A platform that cohesively ties in various silos of data will prove to be the panacea that solves telcos’ business problems providing end-to-end visibility.