Customer experience in the telecoms industry
The telecoms industry is the backbone of modern connectivity, keeping billions online and enabling seamless digital experiences — but rising competition and evolving tech make CX more critical than ever. With 5G, IoT, and AI reshaping expectations, one poor interaction can drive away customers. Traditional telcos must adapt to stay ahead. The solution? GenAI in CX — enhancing efficiency, optimizing processes and strengthening customer loyalty.
Create a digital-first CX strategy empowered by the human touch
47%
cite technical issues and billing and payments as reasons for contacting telecoms customer service
(Source: Foundever® VOE)
58%
of telco leaders cite enhancing customer experience as a digital transformation objective
(Source)
Use CX to capitalize on the need for connectivity
As internet use grows, so does the need to deliver on customer expectations
5.5 billion
of the global population was on the internet in 2024
(Source)
Build experiences that are safer, secure and more innovative
Consumers now want more from their telecom brands than just a connection to the internet. And that means you need to understand their habits and expectations to reshape your products and services. To keep consumers from turning to your competitors, the key is to focus on CX.
You need to go beyond transactions and provide an experience that keeps customers loyal. Be proactive and in the channels where they are, giving them everything they need to resolve their issues and get the most out of your services.
How we help
- Omnichannel CX delivery so you’re always where your customers are
- AI and automation to develop self-service solutions that elevate the customer experience
- Data analytics for understanding customers and delivering personal experiences
Answering the call of your customers
56%
of telco leaders saw the impact of AI within a year and fully or partially integrated it into operations
(Source)
A speedy, efficient CX relies on GenAI
AI is the buzzword on everyone’s lips — and for good reason. If applied correctly and tactfully, AI can become the backbone of your contact center. The challenge is, implementation must be done wisely. It needs to integrate with existing CRM systems seamlessly, associates must be thoroughly trained on it, and, not to mention, you need to make sure human empathy is still fully present.
How we help
- Introduce AI chatbots, self-service and AI-powered analytics to your contact center
- Integrate AI with existing systems and serve as your CX experts for guidance when bringing the new tech into the contact center
- Continuously monitor and optimize AI solutions to maintain effectiveness and ensure a balance between automation and human interaction
CX insights
Related Certifications
Deliver CX with certainty, in uncertain times
Internet connectivity is a consumer expectation. But that doesn’t mean you can take your customers for granted. Fail to deliver and they’ll take their business to a competitor that can help.
Because CX is more than issue resolution. It’s understanding each customer need and taking proactive steps to serve. With Foundever® you can elevate your CX and build your customer base, even in uncertain economic times.
+28
telecom clients
26K
agents supporting telecom customers
49 NPS
telecom customers
9M
customer experiences delivered daily
Types of services or lines of business
Mobile and wireless
- Digital marketing
- Online acquisition
- Billing
- Sales: Cross-sell, upsell, bundling
- Customer care and billing
- Collections
- Subscriptions
- Loyalty and retention
- Technical support
Broadband, cable and satellite
- Digital marketing
- Online acquisition
- Billing
- Sales: Cross-sell, upsell, bundling
- Customer care and billing
- Collections
- Subscriptions
- Loyalty and retention
- Technical support
Enterprise telecommunications
- Service delivery, including provisioning of circuits
- Circuit activation
- Service activation
- Service assurance, including network troubleshooting