Revolutionizing Customer Experience: The Rank Group's Journey with Vonage's Conversation Analyzer

Carrefour Taiwan’s goal is to be completely digital by end of 2018. Out-dated manual methods for analysis and assumptions limited Carrefour’s ability to change the customer experience and were void of real-time decision-making capabilities. Rather than relying solely on sales data, assumptions, and disparate systems, Carrefour Taiwan’s CEO led an initiative to find a connected IoT solution that could give the team the ability to make real-time changes and more informed decisions. Prior to implementing, Carrefour struggled to address their conversion rates and did not have the proper insights into the customer decision-making process nor how to make an immediate impact without losing customer confidence.

Engaging and delighting fans has become the number one priority. However, the identity and behavior of fans within the stadium have been impossible to detect until Sirqul. Furthermore, standalone mobile apps historically have only seen a 5-30% penetration rate, thus leaving venues with poor data, insights and little interaction with the fan itself.This large stadium was looking for a set of recommendations to improve the fan experience, increase revenue and optimize operational efficiency based on this never seen before data.  

Gini & Jony, a Nucleus Vision client, and Brick and mortar stores retail customers in general hardly get personalized pricing, custom offers, or preferential treatment for being a brand or store loyalist. This primarily stems from the store’s inability to differentiate between customers in offline stores.

HSBC, one of the world's largest banking and financial services organizations, was facing a challenge with its customer service operations. With over 19,000 customer service agents, the bank was dealing with a high volume of repetitive tasks that put pressure on its agents. The traditional career path in the contact center world was also leading to inevitable attrition, as it was defined as agent → team manager → department manager → operations manager → head of contact centre. This lack of opportunity as the field narrows held back the chance of reaching the highest possible customer satisfaction with every interaction. Furthermore, HSBC was planning to shift towards Conversational Banking, which was expected to grow interactions considerably and require conversational experts to manage the chatbots.

Cyclists typically had to take a device off the bike and connect to a computer to upload information. Data was imprecise and the analytics came long after the ride was over. Quarq wanted to find a new way to help atheletes adjust the rides in real time and help fans to get closer to the games.

In 2018, the Japanese government approved the Fifth Energy Basic Plan, prioritizing renewable energy and setting it on a course to become the primary power source in Japan. This led to the re-introduction of solar panels as a renewable energy source. However, renewable energy sources such as solar power have weaker 'bearing capacity' than other power generation methods due to their characteristics. Solar power can be challenging to control because the output fluctuates based on weather conditions. If a large amount of electricity is supplied from the photovoltaic power generation sources to the grid when the power demand is low, the voltage and frequency can be disturbed, and the entire grid can become unstable. In some cases, it can lead to a large-scale power outage. This risk necessitated developments to solve problems like monitoring and controlling the amount of electricity produced by solar panels. NWC partnered with a client that generates and sells electricity serving residential, commercial, and industrial customers. The client needed to monitor the amount of electricity produced by 88,000 solar panels with a power generation capacity of 28 MW/h in a field size of 700 x 700 meters. The initial idea was a 13 kilometer wired optical network; however, the cost of over 1 billion yen made this approach expensive and impractical.