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How CSPs can turn care channels into profit centers with CloudSense & Nokia

September 21, 2018

 

 

CloudSense and Nokia have partnered to create a new solution called Intelligent Customer Service.

The next-generation solution, powered by Salesforce, proactively engages customers from network to commerce – transforming Communications Service Providers’ care channels into profit centers. Intelligent Customer Service will be unveiled and showcased at the upcoming Dreamforce in San Francisco, September 25-28, 2018.

Today’s CSPs face unprecedented customer expectations – digitally connected customers demand real-time, contextual and relevant engagements, all through the channel of their choice.

CloudSense and Nokia partner

A missed opportunity to maximize profits

However, many CSPs are still operating under the misconception that improving the customer experience, reducing customer care costs and booking more revenue are competing priorities. This dated stance sees CSPs not only failing to meet soaring customer expectations but missing a huge opportunity to maximize the profitability of care channels.

Many CSPs are still operating under the misconception that improving the customer experience, reducing customer care costs and booking more revenue are competing priorities

Bridging the current gap between expectations and experience – while also cutting costs and increasing revenues – requires a new approach. The secret to successfully making this transition lies in unifying sales and service channels, underpinned with a “Shift-Left” strategy.

Shifting from assisted to unassisted channels

This strategy calls for CSPs to shift sales and service engagements closer to the customer – in essence this means transferring these engagements from assisted to unassisted channels. CSPs can achieve this shift by employing rich self-care capabilities and automation strategies.

An essential requirement in realizing the strategy is the use of artificial intelligence (AI) and machine learning, alongside consolidated customer and network intelligence. Only then can customer expectations be satisfied with real-time, contextual and relevant engagements on every channel.

Communications Customer Service

Turning the care channel into a sales channel

Intelligent Customer Service harnesses Nokia and CloudSense, powered by Salesforce, to deliver proactive customer engagement.

The solution employs consolidated AI and Business Intelligence to predict and discover potential customer needs – whether sales or service related – and proactively initiate offers, resolutions or next best actions

The solution deploys a bottom-up design (network to sales and service channels) to unify network and commercial events across marketing, sales, fulfillment and customer service. The solution employs consolidated AI and Business Intelligence to predict and discover potential customer needs – whether sales or service related – and proactively initiate offers, resolutions or next best actions.

This next-generation solution enables CSPs’ service channels to become profit centers, while also delivering the frictionless experiences customers expect.

Deciding whether to prioritize the customer experience, reduce customer care costs or boost revenues is no longer a dilemma for CSPs – with Intelligent Customer Service all three are taken care of simultaneously.