& cplSiteName &

Swisscom Analyzes Social Media

Light Reading
News Wire Feed
Light Reading

CARY, N.C. -- Swisscom is turning to analyzing social channels with SAS to boost customer communication and engagement. Using text analytics, Switzerland’s leading telecommunications company can now identify and address customer posts, trending topics and interesting discussions on social channels. And they quickly address customer call center inquiries with the same underlying technology.

Companies operating in Switzerland face a business landscape with four national languages and various dialects. It’s no small challenge for businesses trying to deliver first-rate customer service and interpret customer feedback across multiple communication channels. Swisscom’s new solutions from SAS help overcome these obstacles, starting with the German language and Swiss-German dialect.

Swisscom’s social media initiative began as a pilot project. The company identified user requirements, defined search terms and relevant keywords, and tailored the dashboard to their specific needs. Almost immediately, the corporate communication and public relations departments of Swisscom began to see the impact. These departments can evaluate customer trends and feedback more easily through new social analytics dashboards, and they can interact with Swisscom’s customers more efficiently via digital channels. This increased customer insight means better and more accurately targeted marketing.

Additionally, Swisscom processes approximately 10,000 service requests daily through their call center. With text analytics, keywords and phrases from a customer inquiry – whether it’s about picture quality or a remote control – are quickly extracted and severity automatically determined. By automating the process, solutions are surfaced quickly, regardless of the caller’s language or dialect. And because the previously manual process of logging and categorizing calls has been eliminated, service representatives can provide answers in real or near-real time. Customer satisfaction shoots up when questions or complaints are addressed quickly and accurately.

SAS Institute Inc.

(0)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Featured Video
From The Founder
The 'gleaming city on a hill,' Steve Saunders calls it. But who is going to take us from today's NFV componentry to the grand future of a self-driving network? Here's a look at the vendors hoping to make it happen.
Flash Poll
Upcoming Live Events
September 28, 2017, Denver, CO
October 18, 2017, Colorado Convention Center - Denver, CO
November 1, 2017, The Royal Garden Hotel
November 1, 2017, The Montcalm Marble Arch
November 2, 2017, 8 Northumberland Avenue, London, UK
November 2, 2017, 8 Northumberland Avenue – London
November 10, 2017, The Westin Times Square, New York, NY
November 30, 2017, The Westin Times Square
All Upcoming Live Events
With the mobile ecosystem becoming increasingly vulnerable to security threats, AdaptiveMobile has laid out some of the key considerations for the wireless community.
Hot Topics
Why Amazon May Be Cable's Biggest Threat
Mari Silbey, Senior Editor, Cable/Video, 9/22/2017
Could 5G Have Found Its Glass Ceiling?
Dan Jones, Mobile Editor, 9/20/2017
1 Million Pirate Set-Top Boxes Sold in the UK
Aditya Kishore, Practice Leader, Video Transformation, Telco Transformation, 9/20/2017
Can Fixed Wireless Fix Rural Broadband?
Mari Silbey, Senior Editor, Cable/Video, 9/25/2017
Comcast Shuts Down OTT Again
Mari Silbey, Senior Editor, Cable/Video, 9/19/2017
Animals with Phones
Live Digital Audio

Understanding the full experience of women in technology requires starting at the collegiate level (or sooner) and studying the technologies women are involved with, company cultures they're part of and personal experiences of individuals.

During this WiC radio show, we will talk with Nicole Engelbert, the director of Research & Analysis for Ovum Technology and a 23-year telecom industry veteran, about her experiences and perspectives on women in tech. Engelbert covers infrastructure, applications and industries for Ovum, but she is also involved in the research firm's higher education team and has helped colleges and universities globally leverage technology as a strategy for improving recruitment, retention and graduation performance.

She will share her unique insight into the collegiate level, where women pursuing engineering and STEM-related degrees is dwindling. Engelbert will also reveal new, original Ovum research on the topics of artificial intelligence, the Internet of Things, security and augmented reality, as well as discuss what each of those technologies might mean for women in our field. As always, we'll also leave plenty of time to answer all your questions live on the air and chat board.

Like Us on Facebook
Twitter Feed