No More Waiting on the Telco Guy: How Cox Optimized Collections with Interactive, Expedient Customer Communications

Is it possible for a major, well-known telecommunications company to use automation to improve customer experience and reduce costs?

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FICO World Presentation

Is it possible for a major, well-known telecommunications company to use automation to improve customer experience and reduce costs? Cox Communications successfully does both with the help of a digital transformation within their loss prevention approach. They modernized and optimized communications by implementing a flexible, scalable omnichannel strategy that includes virtual agents, increased self-serve options, and personalization — with messages delivered via each customer’s preferred channels. In this session, John Craven will share their methodology and results, including:

  • Improved ratio of dollars collected vs. cost to collect
  • How millions of dollars were saved by right-sizing agent workforce
  • The impacts to customer experience
  • How to maximize agents’ skills for more meaningful conversations
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