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? 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