Out of the Carrier Trap - How Telcos Successfully Win Over Business Customers

Recording and call analysis as a revenue service

A good example is the recording (call recording), transcription and analysis (speech analytics) of phone calls in the telco network, and the efficient use of the information gained from it for companies across a wide range of industries. Telecommunications providers across Europe, such as Deutsche Telekom, A1 Telekom Austria, Swisscom, Post Luxembourg and Monaco Telecom, rely on CreaLog's call recording solutions for this purpose. It was developed in 2018 to enable the legally compliant recording of advisory calls between employees at banks, financial service providers, credit institutions and insurers and their customers. The calls are recorded directly in the telco's network and stored securely, encrypted.

Suited to numerous industries

Besides the financial sector mentioned above, the solution offers particular value to contact center and service organizations, and other advisory industries and professions such as insurance brokers, lawyers or tax consultants can also benefit from network-based call recording. They, too, typically need to record calls, which CreaLog Call Recording makes easy to set up and manage.

Using valuable data efficiently

In customer service, the main goals are to significantly increase customer and employee satisfaction and to boost productivity. Companies therefore need to analyze customer calls, assess the quality of the dialogues and discuss them with employees in the service or contact center.

Modern CreaLog speech technologies make it possible to automatically record, transcribe and evaluate phone calls directly in the telco network. In this way, speech or customer analytics immediately delivers relevant information about the customer's request (intent), the course of the dialogue and the content of the call. But the possibilities for analysis don't end there: among other things, the company can determine how many (customer) contacts occurred in total per channel (phone/email/messenger) within a defined time window, or whether one and the same customer raised their request across different channels - and what specific wording they used in each case.

Combining data from different sources

The next step is to combine statistics from the telephony data, such as phone number, geolocation, call duration, routing, waiting time, etc., with the data from the call analysis. This data is then meaningfully linked, mapped against KPIs and put into a context that allows concrete conclusions to be drawn and reveals the actual potential for optimization.

And this is exactly where the telecommunications provider comes back into play as a 'full service provider' - when it leverages its potential and, alongside pure telecom or IT services, also acts as a consultant that creates added value through training and best-practice cases, so its business customers can get the most out of the solutions on offer.

Read more about CreaLog speech technologies