PDF Empowering Telecommunications

Empowering Telecommunications

Increased customer connectivity has dramatically changed expectations.

Customers control their own journey. They want to engage through the channel that they choose--when they choose-- and they are demanding a consistent and personalized experience as they move across touch points. Microsoft solutions for customer service are enabling the world's leading media and cable companies to reimagine their customer service experiences for a digital world.

An optimal customer experience enhances the customers' journey as they move through touch points during the life cycle of their relationship with a company. By combining a 360degree view of a customer's history with powerful predictive analytics, media and cable companies can get the right product or service to the right customer at the right time.

Personalize service with a 360-degree customer view

Deepen your understanding of customers and enable connected service conversations by remembering the details of every interaction-- whether in-person or via phone, email, or social media--to deliver service experiences that are personalized, proactive, and predictive. Microsoft Dynamics CRM provides a comprehensive suite of integrated social marketing and social listening capabilities to help you listen and engage your customers better.

Empower customer service agents to deliver contextual customer service

Siloed tools and knowledge bases lead to lower performance and increased customer churn. Empower agents with a single, unified experience to deliver fast, contextual service experiences whether in a call center or in the field as a mobile field service worker. Microsoft customer service solutions will help you break down operational and technical siloes to help you deliver the fast and contextual omni-channel customer service that retains customers and improves efficiency.

Customer service solutions enable

modern online and mobile experiences that are consistent across all channels, empowering customer services agents with a single, unified experience across phone, web, social, and email, and integrated marketing tools that use information from all touch points and feedback from social media.

Deliver a consistent service experience across all touch points

Increase customer satisfaction by enabling customers to define their own preferences for service engagement. Enable rich and consistent omni-channel experiences with consistent information across all channels for sales, support, and product information and the ability to seamlessly move between self-service, contact center, and retail channels without the need to repeat information.

Transform rich customer data into actionable insights

Enable intelligent, personalized customer service interactions based on a deep understanding of customer buying behaviors, profiles, and service history. The Microsoft analytics platform helps media and cable companies combine rich customer, market, and social data through a single advisory dashboard, enabling employees to identify and address problems before they begin to affect the customer relationship.

Solution overview Customer Service

Personalize service with a 360-degree customer view

Proactive interaction context

Subscriber Deliver a consistent service experience across all touch points

Customer touchpoints

Marketing Sales

Service

Advanced analytics

Transform rich customer data into actionable insights

BSS/OSS

CRM

Billing

Fulfillment Assurance

Consistent information across all personnel

Single tool interface

Mobile tools

Empower customer service agents to deliver contextual customer service

Why Microsoft and Icertis?

Microsoft is empowering telco companies to deliver new audience experiences with the intelligent cloud, creating the essential technology to help you build something amazing--whether you need actionable insights to connect with your subscribers, on-demand scalability to deliver services everywhere, or an inspired workforce to create and collaborate securely from anywhere.

Comprehensive. Our breadth of solutions enables our customers to realize unparalleled integration with their existing

investments. Our customer service solution offers immersive, embedded Office 365 productivity and social experiences along with advanced data visualization and analysis with Power BI.

Choice. Microsoft understands the importance of making technical choices that are right for the organization. We

are committed to offering media and cable companies the greatest flexibility possible while providing them the ability to secure, manage, and govern their investments and assets.

Highly secure. Microsoft takes a holistic approach encompassing five categories that affect trust in the cloud: security,

data privacy, compliance, transparency and reliability. Microsoft is unique among major cloud services providers in offering cloud service-specific privacy statements and making strong contractual commitments to safeguard customer data and protect privacy.

"We are now more agile in our sales and customer service delivery, allowing us to

focus on our core business activities of sales and customer support instead of

administrative maintenance."

Lee Kwong Hong

Packet One Networks Director ? ITS, Information Technology Services

Packet One improved sales management, achieved faster customer support resolution times, and ensured easier integration of future business possibilities.

nTelos Wireless is creating increased customer convenience by connecting with its customers to deliver the best value and experience, no matter what channel the customer prefers.

"nTelos Wireless estimates a $160,000/month savings from a 20 percent reduction in phone calls to customer care and the increased efficiencies associated with the new platform."

nTelos

Learn more

telco

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