Attention to customers & focus on multi-channel engagement to deliver a customer-centric offer
Customers always connected, demanding and very careful with TelCo & Media value propositions.
Listening, interpreting and understanding the voice of the customer are strategic for the Industry Operators: key information and data for the constant improvement in value and quality of services closer and closer to customer needs, and enabling players to anticipate future requests.
TelCo & Media
Multi-channel Customer Engagement Management
Market globalization, open competition, and digital transformation: a new competition landscapes in the Industry
Customer Relationship Management represents a key element in the enterprise-customer relationship: the collection and the analysis of large volumes of Big Data enable the extraction of valuable information on customers, to turn into knowledge, competitive advantage and a value proposition of customer need-based services.
Multi-channel Customer Experience Management
From user to customer: new models of multi-channel interaction
Market liberalization, globalization, competition increase have forced Energy & Utilities operators to dramatically rethink their models of customer engagement and interaction management, where the customer becomes source of information and reference point to set up and address valuable customer-centric services available on different channels of contact.
Energy & Utilities
Customer-centric Relationship Management
New integrated mobility scenario and users always connected
Multi-channel Customer Engagement and virtual travel assistants are the new keywords to make information and services travel at the same speed, to analyze the customer journey in real time and deliver customer experience of excellence.
Transportation & Logistics
An integrated vision of users to arrange and make services available on different contact channels
The relationship between the Public Administration and citizens shifts from a one-to-many to a one-to-one model: getting to know citizen needs, delivering citizen-tailored services, setting up a direct interaction between Public Administration and citizens via a large number of channels and points of contact.
Digital Citizen Relationship Management