Optimizing CX in service provider’s UC services

Find out why Service Providers should focus on automation and short-timers to deliver better customer experience in the UC space.
Featured Image - Article by Bart van de Kar at Netaxis Solutions website

Automation driving short timers, less errors and thus customer experience

Providing a good customer experience (CX) is crucial for Service Providers offering Unified Communication (UC) services, as it directly impacts customer satisfaction and loyalty. Studies have shown that 86% of consumers are willing to pay more for a better customer experience, while 89% will switch to a competitor after a poor experience. Additionally, customers who have positive experiences with a company are more likely to recommend it to others, which can lead to increased revenue through referrals.

To deliver a good CX in UC services, Service Providers need to focus on high automation and short timers. Automation is important for delivering consistent and reliable UC services. By automating routine tasks, such as network configuration, device provisioning, and customer life cycle management, Service Providers can reduce the risk of human error and ensure that their services are always available and up to date. Automation can also help companies deliver services more quickly and efficiently, reducing the time required to provision new devices or add new users.

Short timers are equally important for delivering a good customer experience in UC services. When a customer makes a call or sends a message, they expect the communication to be delivered instantly. Even a few seconds of delay can be frustrating and disruptive, especially in a business setting. 

"Delivering a good customer experience is essential for telco companies offering UC services. By prioritising high automation and short timers, companies can ensure consistent and reliable service delivery, while also meeting customer expectations for fast and efficient communication. This, in turn, can help to improve customer satisfaction, reduce churn rates, and drive revenue growth."

Find out more at Netaxis Inspiration Day!

7-8 June 2023

Antwerp, Belgium

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