NGDATAâ¢, the customer experience management solutions company, has announced that Bouygues TÃ©lÃ©com, a French mobile phone, Internet service and IPTV provider, is using NGDATA SmartVideo to enhance the effectiveness of its customer service and experience initiatives, the company said.
As one of the largest telecom companies in France, Bouygues sought to reduce the number of inbound calls and subsequent support tickets, all the while increasing customer satisfaction, as measured by Net Promoter Score (NPS). Bouygues is using NGDATA to produce a personalized SmartVideo program that pre-empts common customer questions by anticipating issues and situations before they occur, and educating and informing customers on their specific Bouygues products/services.
The goal of the SmartVideo initiative at Bouygues TÃ©lÃ©com is to offer a support service that´s adapted to individual customer needs. The result is a significant reduction in the volume of calls to its call centre and wait times, as well as improved customer satisfaction.
NGDATA SmartVideo is part of the company´s Customer Data Platform (CDP), which is an end-to-end content delivery solution that captures and uses all customer data–i.e. products, services, account details and preferences–to generate highly personalized videos. NGDATA´s dynamic Customer DNA drives the insight behind the personalized elements of a SmartVideo and can be used to display meaningful data in the form of dynamic graphs, charts, maps and more.
NGDATAÂ® helps brands in data-rich industries such as financial services, telecom, media/entertainment, utilities and hospitality, to capitalize on emerging opportunities in their customer data and to drive profitable customer experiences by supercharging analytics and campaign efficiency. The company´s Intelligent Customer Data Platform (CDP) puts people at the center of every business via Customer DNA, which continuously learns from customer behavior and context in real time. NGDATA partners with companies around the world, including Belfius Bank, Innogy and Telenet, to drive digital transformations. NGDATA is headquartered in Gent, Belgium and has offices in the United States, Europe and Asia-Pacific. For more information, visit www.NGDATA.com.