Solutions for Telecommunications

Telecommunications companies are in an ongoing, competitive struggle to consistently and affordably meet the needs of millions of customers - customers who have become increasingly demanding, wanting to interact with their supplier around the clock, in ways that are convenient, quick, and reliable.

RightNow has enabled over 175 telecommunications companies around the globe to provide superior experiences to their customers, while saving on operational costs. Through self-service customer care, customers can quickly and easily get answers to their questions, whether they call, email, chat, or search your website.

RightNow also gives companies the ability to personalize interactions with their customers by accurately segmenting and targeting messages by gathering real-time feedback at the point of interaction to gauge satisfaction and by proactively contacting customers based on their profile. By leveraging previous interactions from all communication channels, RightNow customer relationship management solutions provide telecommunications companies the ability to cost effectively meet the needs of millions of customers.

Key Benefits of RightNow Customer Relationship Management Solutions for Telecommunications:

• Increase self-service customer care up to 97%
• Reduce inbound calls from 10 - 30%
• Reduce churn through improved customer experience
• Increase customer loyalty through consistent interactions across multiple channels
• Improve customer retention from timely customer feedback
• Increase customer revenue by appropriate up-sell and cross-sell of offerings

Proven Success

These are some of the companies that leverage RightNow customer relationship management solutions to improve their customer experience:

Telecommunication Service Providers: BT Global Services, Sprint, Qwest Communications, Inc., Telstra, T-Mobile Austria GmbH, Vodafone and Virgin Media

Telecommunications Equipment Providers: Motorola, Nokia, Plantronics, Inc., Samsung Telecommunications America, Siemens and Tellabs Operations Inc.

Additional resources:
Telecommunications Solution Data Sheet
Telecommunications Industry Overview