Telecommunications

Now Assist for Telecommunications Service Management leverages NVIDIA AI to help boost agent productivity, speed time to resolution, and enhance time to value. (Featured on DestinationCRM.com.)
Posted February 27, 2024

For telecommunications providers, incorporating remote visual assistance software can eliminate delays, enable fixes, and provide customers with an exceptional service experience.
Posted February 17, 2022

The integration of Calix Support Cloud and NISC's iVue gives customer support agents quicker access to customer information. (Featured on DestinationCRM.com.)
Posted February 11, 2022

RingCentral Rise offers unique, co-branded unified cloud communications for service providers and their customers.
Posted October 13, 2021

ServiceNow outlined new products and partnerships at its Knowledge 2020 Digital Experience event to help financial services, telecommunications, and healthcare firms with digital transformations and workflow improvements.
Posted June 03, 2020

Remote Support includes an AR camera, screen sharing, and real-time voice chat in one app. (Featured on DestinationCRM.com.)
Posted June 03, 2020

IDFraud Contact Center uses voice biometrics to help telcos prevent new subscriber fraud. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Posted November 11, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Technical support provider teleNetwork changes its name to OneSupport to better reflect what it does. (Featured on DestinationCRM.com.)
Posted April 09, 2019

Voci's new technology helps companies develop apps to prevent fraud, safeguard privacy, and improve customer experiences. (Featured on DestinationCRM.com.)
Posted December 05, 2018

Paid television provider Dish is now inviting customers to message the company via the Apple app.
Posted July 27, 2018

[24]7, a provider of customer engagement solutions, is partnering with Amdocs, a provider of customer experience software for the telecommunications industry, to deliver intelligent, personalized customer support across all service channels, including chat, email, voice, web, and mobile.
Posted September 08, 2016

Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015

Organization to hire thousands of agents, create customer-centric culture.
Posted May 07, 2015

Poor customer service cited as biggest reason for customer defections.
Posted March 03, 2015

Don't want to deal with incompetent, rude agents? Go straight to the top.
Posted February 10, 2015

HDAnalytics+ enables operators to identify and analyze areas of low customer satisfaction on the network in near real-time.
Posted January 26, 2015

Indian TV provider adds 12 languages, simplifies IVR system.
Posted December 29, 2014

Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014

Voxbone eliminates the need for a traditional set up of self-owned hardware and software.
Posted August 27, 2014

China Mobile Jiangsu Branch replaces phone menu trees with a conversational speech interface.
Posted August 01, 2014

Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014

Disconnected data can spell disaster for a contact center. However, in many cases, it's possible to create a single, user-friendly automated interface that brings together relevant information from discrete sources.
Posted May 07, 2014

Solution allows customers to better manage labor costs while improving customer satisfaction.
Posted April 29, 2014

Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center.
Posted April 09, 2014

Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014

The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.
Posted March 07, 2014

Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014

Solution for multi-device interactions can improve customer satisfaction while providing greater business insights.
Posted December 19, 2013

Spending projected to reach $60.7 billion by 2017.
Posted November 11, 2013

Australian telco lets customer self-serve with Ask Olivia.
Posted November 11, 2013

Product provides root-cause analysis of customer experience-related issues.
Posted October 30, 2013

Approximately $1.3 trillion is being transferred between companies as consumers switch allegiances.
Posted October 25, 2013

However, overall Internet customer service experiences are lacking according to Temkin ratings.
Posted August 26, 2013

Customer service enhancements include focus on resolving questions at first contact.
Posted August 01, 2013

Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013

Technology supports Android devices.
Posted April 30, 2013

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library