Deregulation, customer churn, new services, and the emergence of new operators have forced Telcos to redefine customer service.
Product differentiation is hard to achieve and quickly copied by competitors so Customer Service is where a sustainable advantage can be built although it requires, among other things, a powerful and feature rich contact center.
Another challenge many operators face today is the increasing strict regulatory environment aimed at controlling the implementation of campaigns and the use of customer information. Contact Centers need to accommodate these requirements and enable Telecom operators to deliver an outstanding service and be the forefront of their customer care strategies.
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