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Three: a case study
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Three, a leading UK telco, sought to enhance its contact channel operations to deliver a better customer experience, increase profits, and empower its agents. The company aimed to leverage technology to identify and facilitate growth within their multichannel team, aligning with their innovative business practices.
About The Customer
Three is one of the UK's leading telecommunications companies, known for its innovative approach and digital advancements. Launched in 2003, the company has consistently positioned itself as a digitally advanced network. With a strong focus on customer experience and sales metrics, Three sought to improve its web sales team's performance to meet the evolving digital expectations of consumers. The company partnered with Now Interact in 2014 to enhance its contact channel operations and drive growth within its multichannel team.
The Solution
Now Interact implemented its Predictive Intelligence technology on Three's website to personalize contact channels for online visitors. The technology segments visitors into three groups: those likely to buy online, those with customer service queries, and those who would convert with offline assistance. By intelligently monitoring and responding to visitor behavior, the system presents a call-back dialogue at the optimal moment for conversion. Additionally, Now Interact's SiteVision platform empowers Three's agents with detailed customer browsing history, enabling personalized and enriched conversations.
Operational Impact
Quantitative Benefit
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