Globe Telecom that provides mobile, fixed line and broadband networks and communications services
for enterprises in Philippines, has adopted Total Voice of the Customer (TVOC
) solution—a tech which enables access to key points in the customer journey—built by enterprise software solutions provider, NICE
. The TVOC solution claims to enhance customer engagement by combining instant feedbacks with interaction analytics. The insights could possibly provide business intelligence insights to accentuate user experience.
NICE also vouches that the TVOC tech is deployed across seven of the company’s customer-facing touchpoints including the contact center, retail centers, self-service points and outbound calls. Reportedly, the service will Globe Telecom identify critical aspects of Customer Relationship Management (CRM) and enhance customer retention.
Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, said:
“Globe chose to partner with NICE as part of our commitment to provide superior customer experience. Seeing that telco is a very dynamic space to be in, it is important for us get as much insight as we can about our customers so we can engage them at their ‘moment of truth’ and deliver real impact. Eventually, this will be our competitive edge, as we can quickly identify opportunities to better serve our customers and immediately take action.”
Amongst other business offerings, Globe Telecom has also listed ‘Enterprise and Wholesale
’ and ‘Small and Medium Business
’ plans and platforms, which could use the help, TVOC promises to bring. Apparently, TVOC solution is not the first from NICE, Globe Telecom will use. Earlier, applications for workforce management, interaction analytics and quality optimization has been implemented by the telecommunications company.
Raghav Sahgal, President, NICE APAC, also took the opportunity to comment, “We are proud to be partnering with Globe Telecom as it continues its journey to creating a perfect customer experience.”
“Using the NICE Total Voice of the Customer solution, Globe is on a strong path to bolstering its engagement with both employees and customers in order to improve its customer experience leadership and achieve significant business impact,” Sahgal added.
In today’s date NICE boasts in facilitating customer service, ensuring compliance and combating fraud to over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. However, the last time we heard of NICE was in May, when it acquired inContact
for $940 million to create an integrated cloud contact center solution suite.