Comms Channel Consolidation
VOICE
SMS
VIDEO
MESSENGERS / SM
LIVE CHAT
EMAIL
CCAAS
PLATFORM
SPECIALISED PROGRAMMATIC
STREAMLINING
ENHANCED TRACKING
REVENUE
CONTACT VOLUME
AGENT PRODUCTIVITY
REDUCED CONVERSATIONS
Summary
UK-based SIM-only network Smarty used Cisco's Webex Connect to integrate SMS, email, and RCS Business Messaging, achieving a 500% increase in campaign engagement and a 70% 5-star Trustpilot rating.
Challenges
Enhance customer engagement and satisfaction through multi-channel communication, improve communication efficiency, and deliver cohesive customer experiences.
Solution
Smarty, a UK-based telco client, implemented a multi-channel communication strategy with Cisco's Webex Connect using SMS, email, and RCS.
Outcome
Increased campaign engagement by 500%, improved customer satisfaction with a 70% 5-star Trustpilot rating, streamlined onboarding, enhanced personalization, and ensured continuity through multi-channel communication integration.
Sources
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