As telecom service providers look to converge fixed phone service, broadband access, IP based entertainment and mobility, the telecommunications customer care landscape is getting more and more challenging. With the introduction of the new-generation Web 2.0 and Web 3.0 network platforms, the implementation of new converged multi-media services is on the mind of every telecommunications customer care executive. To add to the convergence challenges, the traditional competitors are facing new, - non-traditional entrants who leverage Web 2.0 in new, collaborative ways, while bypassing traditional customer care infrastructure and rapidly introducing new technology innovations. The questions that beg every telecommunications customer care manager should be:
Is there a way to leverage Web 2.0 and collaborative technologies to improve customer care, gain competitive advantage, and create 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 XpertUniverse XpertSHARETM integrated platform, telecommunications industry can enjoy a fully integrated, Web 2.0 collaborative intelligence platform with the most efficient way to find, match and route to the customer care experts, with integrated business intelligence and call tracking capabilities. No longer will your customers question your ability to answer their problems the first time, ever time. No longer will their calls be misplaced and misrouted. No longer will you lose your cross-sell and up-sell opportunities.
To learn more about XpertSHARETM capabilities, please read our Customer Care White Paper.