Telecommunications

The telecommunication companies can no longer afford a business model of large call centers and ineffective support systems and impersonalized sales and marketing strategies. To reduce costs and simultaneously improve services, these companies must convince customers to move to more cost-efficient automated self service sytems like the internet or automated telephone system transactions.

The full benefits of automation come only if it also extends and integrates to back-end sales and service operations. If this integration is not present inadequate Web site services will cause consumers to go back to expensive call centers to fulfil their request or answer their questions. This failure for telecommunication companies to satisfy the entire Web transaction will double their cost by maintaining a call center and maintaining an ineffective Web site.