As telecom service providers look to merge fixed phone service, broadband access, IP-based entertainment and mobility, the telecommunications customer care landscape is becoming more and more challenging to maneuver. The successful incorporation of complex multi-media services, including new Web 2.0 and Web 3.0 network platforms, is the preoccupation of every telecommunications customer care executive. To add to the above challenges, traditional companies are facing new, younger competitors who utilize Web 2.0 technology in innovative new ways, while bypassing the traditional customer care infrastructure. With this in mind, every telecommunications customer-care service executive should address the following questions:
- Is there a way to leverage Web 2.0 and collaborative technologies to improve customer care, gain competitive advantage, and create a new, positive, and long-lasting customer experience?
- Is there a way to create and launch new services more effectively, quickly, and efficiently?
- Is there a way to combine your core strengths and create new business models for the benefit of the company and its customers?
We think there is! With the XpertUniverse XpertSHARETM integrated platform, the telecommunications industry can benefit from a fully-integrated, Web 2.0-collaborative intelligence platform. This platform, which includes integrated data intelligence and call-tracking capabilities, provides a way to easily search for and locate specialized customer-care experts. No longer will your customers question your ability to answer their problems the first time, every time. No longer will their calls be misplaced and misrouted. No longer will you lose cross-sell and up-sell opportunities.
To learn more about XpertSHARETM capabilities, please read our Customer Care White Paper.