Press release

Leading Telecom Service Providers Are Leveraging Customer Experience Analytics to Reduce Customer Churn | Quantzig’s Success Story Reveals Why It Really Matters

Sponsored by Businesswire

A global data analytics and advisory firm, Quantzig, that delivers
actionable analytics solutions to resolve complex business problems has
announced the completion of their latest customer
experience analytics engagement for a leading telecom service provider.

During the course of this engagement, the analytics experts at
Quantzig helped the client to understand the comprehensive multichannel
journey of its customers.

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Customer Experience Analytics Engagement for a Telecom Services Provider (Graphic: Business Wire)

Customer Experience Analytics Engagement for a Telecom Services Provider (Graphic: Business Wire)

Telecommunication service providers across the globe are facing very low
customer satisfaction levels and high churn rates. With the magnitude of
these challenges increasing gradually, telecom service providers are
forced to use multiple channels to communicate with their customers.
Moreover, the customers today use multiple touchpoints, such as kiosks,
online customer support services, or use self-service touchpoints such
as interactive voice response (IVR), and applications. This expectation
has further prompted telecom service providers to adopt a
customer-centric approach to meet customer demands and streamline
business processes.

The Business Problem: The client is
a well-known telecommunication services provider based out of the United
States. They faced several predicaments including, low first call
resolution (FCR), very high transfer rates, low digital channel
containment, and very low IVR containment, which gave rise to high
attrition rate. The client approached Quantzig to leverage its customer
experience analytics expertise to gain complete visibility into customer

Our expertise in the delivery of tailored analytics solutions will
help you address key business issues.
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to know how our customer experience analytics
experts can help you!

“The proliferation of technology has prompted customers to switch
between channels in search of a personalized and consistent level of
service throughout their journey,”
says a customer experience
analytics expert from Quantzig.

The Solution Offered: To help
the client tackle their core challenges, the customer experience
analytics experts at Quantzig developed a holistic approach that
encompassed the creation of custom dashboards and a customer experience
management framework that focused on targeting the right prospects by
offering deeper insights into customer journeys.

A customer experience management strategy is the key to offering
the ultimate customer experience that will help reduce churn. This case
study is one such example where Quantzig’s customer experience analytics
solutions helped a client to address their core challenges.
a free proposal
for detailed insights.

Quantzig’s customer experience analytics
solutions helped the client to:

  • Increase average revenue per user
  • Enhance customer service and effectively manage customer expectations
  • Request
    a free demo
    to know how you can offer a better experience
    to your customers.

Quantzig’s customer experience analytics
solutions offered predictive insights on:

  • Analyzing customer journeys and identifying reasons for churn
  • Understanding customer behaviors through real-time analytics
  • Put an end to all your customer experience management woes with the
    right strategy backed with customized customer experience analytics
    for more information now!

About Quantzig

is a global analytics and advisory firm with offices in the US, UK,
Canada, China, and India. For more than 15 years, we have assisted our
clients across the globe with end-to-end data modeling capabilities to
leverage analytics for prudent decision making. Today, our firm consists
of 120+ clients, including 45 Fortune 500 companies. For more
information on our engagement policies and pricing plans, visit: