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TelecommunicationsThe blurred line between Telecommunications and the Internet has disrupted existing business process flows while creating new strategic capabilities and hopes for cost-optimization. The disruption started with the evolution of Voice over IP (VoIP) and Unified Communications of phone, cable and internet. The evolution has also delivered the capability for customer service organizations to switch to lower-cost channels, for example, from voice to live-chat. Throw in ever-evolving mobile technologies, creating traffic from a variety of devices, and your multi-channel strategy becomes even more complex. The unification of service offerings sometimes referred to as the “Triple Play” and the simplicity of paying a single service provider has attracted residential as well as business customers while increasing “customer stickiness” for service providers. However, service providers are faced with severe competition due to the heavy consolidation of providers in the industry and convergence of technology. Telecom and media companies are challenged to innovate and optimize while leveraging these converged channels. Enabling the right technology to align with Strategy has remained a difficult goal due to technical, business process and organizational complexities. Tradeoffs need to be made when choosing between a combination of existing technology blended with newer technology and adopting a completely new technology platform to quickly meet strategic and tactical objectives. CVP has helped large mobile wireless carriers, ISPs and other communications service providers remain competitive and profitable through our telecommunications-specific solutions, including:
Our clients, in collaboration with CVP, have been recognized as winners of the 1st Annual Gartner & 1to1 Customer Award for Customer Service Optimization and the World Class in Customer Satisfaction Award from Service Quality Measurement Group (SQM).
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