All Customer service articles
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PeopleNew DT customer service chief targets complaint rates
Marco Holzwarth replaces Ralf Hoßbach to lead Telekom Deutschland’s complaints management team.
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Strategy & Change
Telekom Deutschland to change tariffs in fight against ‘cheap is cool’ mentality
TDE Sales & Service lead Ferri Abolhassan says tariffs will be restructured later this year. Customer satisfaction a priority, with service identified as a key differentiator.
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M&A
Former Telefónica business Atento seeks sale — reports
LatAm contact centre operator hires Goldman Sachs to advise on options, with sale on the table, according to Bloomberg. Telefónica partner and former subsidiary sees share price spike on news.
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Partnerships & Alliances
Genesys partnered for speech-based AI bot
TPG ties with Genesys and Google Cloud to launch an “upgrade” to its Vodafone TOBi chatbot. NLP integration set to improve voice channel triaging, with sales role touted in a future deployment.
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Innovation (R&D)
Froment-Curtil highlights TOBi’s expanding role amid digital focus
TOBi now present in 15 Vodafone markets, although maturity of deployments varies. Aim is for TOBi to take over 100% of inbound conversations and limited sales transactions. Froment-Curtil sets out his stall as Group CCO.
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Consumer (B2C)
Consumer moves up a gear on customer support
Bridget Lea keen to enhance engagement with customers, at home or in-store. New ‘door-to-door’ device repair service set for launch. Division attempting to ensure service resilience, with post-pandemic consumer habits under watchful eye.
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Consumer (B2C)
Telefónica|Vivo adds in-app shopping to Vivo Play
Brazilian OB marketing new platform as “one-stop-shop” for digital products and services. Shopping app limited to browsing, with TV-based payment solution still under development. Similar to e-commerce platform developed by Movistar for ‘smart-home’ in Spain.
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Partnerships & Alliances
Telefónica|Vivo opts to join Dotz for further five years
Vivo extends collaboration with long-time customer loyalty partner, with focus on achieving retention boost. Brazilian operator also eyeing stake in Dotz. Amazon and Apple join Vivo in Dotz partner ecosystem.
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Public Affairs
Vodafone takes political heat over customer complaints
Ministers scold eir and Vodafone Ireland for poor customer service during pandemic. Following meetings, outage disrupts VfIr data services.
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Strategy & Change
CFO Werner in box seat on Telekom’s data strategy revamp
Telekom Deutschland’s money man overseeing data-driven modernisation programme, including effort to meld siloes through over-riding data lake. Data strategy seen as key to growth, efficiency, and customer experience goals.
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Suppliers & SCM
Deutsche Telekom to harness machine learning-based buying
DT’s finance and human resources shared services unit builds process mining expertise with Celonis. By 2025, DTSE aims to have machine learning-based recommendations for “Procure-to-Pay” process.
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Public Affairs
Cosmote drops the ball on call data
Greek operator under fire, locally, over vulnerability leading to large-scale loss of customer details.
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Partnerships & Alliances
Vodafone claims personalisation progress
Adobe and Persado technology used in conjunction to send out curated text which produced “double-digit” uplift in conversion rates. Personalisation, driven by big data, is a “key strategy” for VfIt’s ongoing churn-reduction and CRM efforts.
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Suppliers & SCM
Atento eyes renewed Telefónica relationship
Former Group subsidiary indicates it is discussing a refresh of partnership. COVID-19 takes a toll on Atento Q2 revenue.
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Enterprise (B2B)
Elsewhere in BT Enterprise: ContactEngine partnership gets praise
Innovation leader Millard stresses enthusiasm for automation and digitisation in customer support.
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Operations
Vodacom brings in TechM to push automation
Services and systems integrator exploring ways to take bot-based task handling to next level.
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Suppliers & SCM
Cisco flaunts TMUS contact centre technology
Cisco Systems flaunted a contact centre technology engagement with TMUS during its recent Cisco Live Barcelona customer event.
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Operations
BT Consumer completes customer service onshoring
BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020.
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Public Affairs
Ofcom’s quarterly complaints report good news for EE
Ofcom’s quarterly Telecom and Pay TV Complaints report revealed comparatively positive numbers for BT Consumer’s fixed broadband and landline offerings, but mixed results in mobile, with EE excelling compared with a struggling BT Mobile.
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Partnerships & Alliances
MDS supplies UK portal for direct partners
Telefónica UK (O2 UK) and its long-time partner MDS Global flagged the joint development of a new Partner Insight Portal, which aims to provide direct sales partners of O2 UK with customer and business intelligence data.
