How INWI Optimized Customer Engagement
Enhancing Customer Experience with HolistiCX AI Solutions
Industry : Telecom.
Solution: HolistiCX Insights.
Region : MENA.
Quality Control
Automated analysis improved efficiency, and agent performance tracking enhanced service quality.
Customer Experience
Sentiment analysis increased satisfaction, while personalized responses reduced complaints.
Churn Reduction & NPS Growth
Identifying churn risks boosted retention, and data-driven decisions improved NPS.
CONTEXT
Elevating Quality Control And Customer Insights
With thousands of daily customer interactions across multiple languages, Inwi needed an efficient, scalable solution to extract emotion-based insights, agent performance and optimize its customer experience strategy.
INWI'S CHALLENGES
Key Challenges in Optimizing Customer Experience at Inwi
Empowering INWI By
HolistiCX Insights
A Smarter Way to Enhance Customer Experience
Solution with HolistiCX Insights
HolistiCX Insights provided Inwi with an AI-powered analytics platform to centralize and analyze multilingual customer interactions, ensuring actionable insights for improved customer experience and operational efficiency.
Multilingual Speech-to-Text
A multilingual speech-to-text system for automatic transcription of customer calls in various languages. This solution enables businesses to efficiently analyze voice-based interactions, seamlessly overcoming language barriers.
Automated Quality Control
Automated Quality Control for Agent Performance, AI-driven performance tracking dashboards allowed managers to monitor agent effectiveness in real time and provide instant feedback for improvement.
Emotional Sentiment Scoring
Emotional Sentiment Scoring, advanced AI models detected customer emotions from conversations, identifying dissatisfaction triggers and enabling proactive service recovery.
Predictive Analytics
Predictive Analytics for NPS, CSAT & Churn, the system flagged key behavioural patterns that influenced customer satisfaction and churn, allowing teams to take pre-emptive actions.
Business Impact
Data-Driven Success for INWI
The adoption of HolistiCX AI-powered insights significantly enhanced Inwi’s customer experience and operational efficiency:
Increased Operational Efficiency & Quality Control
Automated quality control replaced inefficient manual processes Real-Time Agent Performance Tracking – Faster training & feedback loops improved service quality
Deeper Customer Understanding
AI-driven insights uncovered key drivers of satisfaction: Emotional sentiment analysis provided deep insights into customer frustrations and expectations, leading to an increase in customer satisfaction (CSAT).
Personalized responses and proactive issue resolution reduced customer complaints.
Churn Reduction & NPS Growth
Identification of churn risks led to an increase in customer retention through
targeted interventions.
Data-driven decisions improved NPS, strengthening customer loyalty.
By leveraging customer insights through AI ,Inwi successfully optimized quality control and voice of customer knowledge, reinforcing its position as a leader in customer experience excellence.
Voice analytics for business growth
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