Case Study: a leading converged media and telecommunications company achieves 92% customer satisfaction with Concentrix Messaging

How a leading telecommunications company underwent a digital transformation to better engage their highly mobile, tech-savvy customers

A leading converged media and telecommunications company needed a better way to engage its highly mobile, tech-savvy customers across several European countries. To improve customer experience and move more than half of its traditional voice and chat interactions to digital channels, the company partnered with Concentrix.

Concentrix Digital Services helped the company shift from legacy calls and chat to business messaging, using Concentrix Messaging across channels such as SMS, web, Facebook Messenger, and WhatsApp. The transformation surpassed efficiency and cost-saving targets, doubled productivity versus voice, delivered a record 92% customer satisfaction score, and now serves more than 50% of inquiries via messaging.