Success story—Creating an effortless telco customer experience

Driving innovation to deliver seamless customer engagement

With over 60 million customers worldwide, one of the world’s leading telecommunications companies faces a massive customer engagement challenge every day. Its customers expect effortless services, quick solutions to their problems, and the ability to engage on whatever channel suits them most.

Delivering a seamless customer engagement strategy has always been a priority for the telco, but as customer expectations continue to rise, it needs to adapt quickly to keep up.

That’s why the telco chose Nuance as its customer engagement partner—to help drive innovation across voice and digital channels and find opportunities to improve its current offering.

A new approach to voice

Operating in such a volatile market, the telco has always searched for flexible customer engagement solutions that can adapt as new challenges arise.

When the telco was searching for a modern IVR to implement in its voice channel it knew Nuance could meet its demands for flexibility. Using Nuance Conversational IVR, the telco offers customers a streamlined experience and relieves some of the growing pressure on its contact center agents. The telco has worked closely with Nuance since the launch of the IVR and can easily make updates as the market changes—whether it’s adding a new service offering, optimizing IVR performance based on existing conversation data, or even adding additional self‑service capabilities.

A rush to meet the digital demand

After its success with Nuance Conversational IVR, the telco also came to Nuance for its digital channels. Previously, the telco was working with another provider for its Live Chat service—but as demand for digital channels saw a rapid rise, the vendor struggled to keep up with platform enhancements. The telco needed a new solution, fast. When it came to Nuance with the challenge, it was able to make a deploy chat within an incredibly fast timeline.

Today, the telco works with Nuance using Agile methodologies, making quick updates and improvements based on performance data—and more accurately reflecting customer demands.

After launching Nuance Live Chat, the telco launched Nuance Virtual Assistant. As its customer base continues to rise, it can offer customers quick answers to their problems and reduce the strain on its service agents.

Engagement channels just get better and better

Over the past 17 years, the telco has made some big changes in its customer engagement, and they’ve led to impressive results.

But it’s not just cost savings that have made the partnership a success—it’s also boosted operational efficiency and improved customer experience. The telco’s IVR currently has an 70%+ containment rate, and Conversational VA handles over 50% of cases without passing the customer onto a live agent.

“Our partnership with Nuance continues to grow,” explains a representative from the telco. “And we’re working closely with them to boost all of our customer engagement channels as we continue to innovate.”