It’s no news that agents responsible of tech support enquiries have the highest AHT which further leads to higher OPEX costs and lower CSAT & NPS scores. We provide a ready repository of how to guides for connected devices with 40+ scenarios for each device along with technical troubleshooting decision trees that helps agents and customers to decide the next best action to resolve the challenge.
With superfast network comes a complex on-boarding process. Right from setting up the device, plugging in the right cable in the right slot, installation & device pairing. Save time & money by reducing field visits or long L2 / L3 calls by providing a visual navigation for broadband devices using pictorial guides. Allow agents to remotely diagnose issues related to hardware, connectivity or network and resolve issues on the go
From device specifications to fixing handset related issues, customers reach out primarily to their network operators. We’ve got you covered right from detailed specifications to guided steps for device help issues pertaining to initial setup of APN, mailbox configuration, wireless & data settings and more. This repository also includes scenarios for instances where diagnosing is required
Network operators have dedicated budgets to develop, maintain & enhance their self care apps. However, what matters the most is adoption by customers of these apps. Create gamified visual journeys to explain customers how to make the fullest of your app for scenarios related to bill payments, recharges, e-bill, VAS and other functionalities within the app. This helps in better digital adoption and overall deflecting tickets at contact center
5G is the fifth generation of mobile wireless communications technology — By using higher-frequency bands, it delivers lower latency, faster speeds, and higher load capacity.
Lower latency leads to real time like experience and technologies like AR/VR/MR which involves video transmission would get huge boost from it. With today’s smartphones being power packed with high compute and memory, utilizing video based support using 5G would enhance customer experience especially in the area of remote technical support. Allowing users to use the camera of their smartphone which enables in real time AI based support explaining about the installation or troubleshooting process.
Mobile Device Management Solution for telecom operators helps to detect new devices over the network and authenticate them with right settings over the air (OTA) for a seamless onboarding experience. Create custom campaigns using device intelligence to send curated messaging enhance data ARPU.
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Integrating with your backend systems, thus allowing contact center agents to drive co-browsing with customer consent to remotely fix issues, thereby reducing field visits by engineers, also reducing overall support costs.
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Offer better resolutions to customers with real time visual engagement backed by augmented reality. Troubleshoot device issues and avoid unnecessary field visits.
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Telecom Operators can reduce service costs by 20 to 40% by providing proactive care while enhancing customer experience.
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