Intelligent Service Experiences

Communications service providers often grapple with the challenge of delivering a better customer experience and increasing loyalty while reducing their cost to serve. Are your systems up to the task?

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Vlocity Communications provides deep insight to every customer relationship and enables service providers to automate the resolution of common billing and service inquiries through any channel.

Our applications help customers self-serve through unassisted channels, and enable contact center agents to deliver efficient service from a unified console, without having to navigate across multiple applications.

Achieving service excellence requires actionable intelligence and continuous process improvement.

Vlocity Communications monitors the click-stream from every contact center interaction and generates actionable insight that helps service providers deliver a better experience and make better decisions. Service providers can identify the drivers of customer churn, evaluate call handling metrics and the performance of different call scripts and agent teams.

Key Features

  • 360 Degree Customer View
  • Omnichannel Interaction History
  • View Active Services & Devices
  • Guided Billing Service
  • Guided Service Troubleshooting
  • Operational Efficiency Analytics
  • Customer NPS and Churn Analytics
  • Flexible Integration to BSS/OSS

Benefits

Powerful, guided service process engine automates the resolution of customer billing and service inquiries across assisted and unassisted channels

Instantly access customer profile information including current services & devices, preferences, relationships, billing, usage and interaction histories.

Click-stream analytics provides immediate insight to service effectiveness and the ability to communicate and apply process changes in real-time

"The Likelihood to Recommend"

with Vlocity and TELUS

Download the TELUS Case Study

See Vlocity in Action

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