END TO END CUSTOMER EXPERIENCE One of Australia’s telecommunications carriers offering fixed line, broadband, pre and post-paid mobile voice and data products along with cable and satellite television THE CLIENT’S NEED The Carrier required better insights to: Monitor Customer Experience Understand customer’s viewpoint from an end-to-end experience Map end-to-end customer experience from first customer contact “through” to service fulfillment and first bill Identify key experience metrics through the end-to-end process Enable continuous improvements THE CR-X SOLUTION CR-X was configured to collect feeds from every customer touch point, On-line, SMS, Chat, Contact Centre and Shop (Point-of-Sale). CR-X also connected to customer […]

FRAUD DETECTION A tier 1 Communications and Media enterprise with extensive broadband, mobile, and video offerings. THE CLIENT’S NEED The Utility required analytics on: The company needed to adapt a platform that was originally developed for fraud detection in the financial services industries to process and detect rated transactions fraud. Existing ETL solutions already operational within the carrier were examined and found to be wanting in both functionality and performance. A particularly onerous requirement was to enhance each transaction with up to date originating party account details – obtained from a maintained customer reference table containing tens of millions of […]

CONTACT CENTRE AGENT QUALITY MANAGEMENT Texas based Energy Utility offering discount Gas and Electricity THE CLIENT’S NEED The Utility required analytics on: Agent behavior during interactions Interactions between the IVR providing self-selection and the transfer to appropriate queues The nature of hand-offs or transfers between agents Identify key experience metrics through the end-to-end process Enable continuous improvements Monitor the activities of the remote Business Process Outsourcer (BPO) THE CR-X SOLUTION CR-X was configured to collect feeds from all IVR and CTI platforms -both at the business process outsourcer and the companies own Centre. CR-X collected all relevant data about the […]

CUSTOMER SATISFACTION MONITORING The largest newspaper in the Unites States, published in broadsheet and online versions THE CLIENT’S NEED The Publisher needed improvements in: Overall Customer Satisfaction Monitoring the voice of the customer Understand customer’s viewpoint from an end-to-end experience Monitor customer feedback during the transition from print to online Register customer experience in changes to the online rollout THE CR-X SOLUTION CR-X collected feeds from every customer survey touch point. This included Net Promoter Scores, online CSAT, email surveys and Contact Center agent notes. CR-X corelated each of these survey metrics by customer and individual customer experience. Voice recordings […]