The Client, a leading telecommunications company that provides consumer and business services in the Caribbean. They offer a range of connectivity solutions, including managed services, broadband, managed IT solutions, and mobile services.
The first step was to quantify the reasons for low NPS scores using advanced analytics tools. This analysis revealed that the complexity of IVR flows was causing a high dropout rate, and language inconsistencies across LOBs were leading to many transfers, frustrating customers and increasing operational costs.
To address these issues, Advantage Communications implemented a multi-faceted approach:
Advantage Communications developed a comprehensive solution that included the deployment of advanced AI and NLU technologies.
Advantage Communications Inc. (ACI) is an Innovative Global Customer Contact Center for top brands. ACI provides smart and efficient BPO solutions that are custom-designed to be an extension of a brand and its business model.
ACI’s Contact Centers are located in Canada and Jamaica, providing scalable multilingual solutions, reliable business continuity, and the best-branded customer experience across the board.