Tech
and Telco

Young woman working in call centre, surrounded by colleagues

Raise empathy
to protect telecom margins and
market share.

Cogito emotional intelligence coaching improves the customer experience for a competitive edge.

No matter how differentiated your products and services may be, what really identifies your brand is its customer experience. That’s where Cogito AI comes in.

Telecom companies can use Cogito AI to improve key metrics of success. Cogito customers in business facing similar challenges are using it to raise CSAT 13% and first contact resolution 9%

Average handle times have dropped as much as 7%.

They’re using Cogito AI to ensure consistently high emotional intelligence on every call, across the enterprise, whether agents are working in-house, remotely, or as BPO outsources.

Slash customer churn by raising CX.

Telecommunications products tend to be generic. It’s hard to differentiate them. And in making it easier for customers to serve themselves, telecom companies have made it easier for customers to switch. 

It’s vital to stand out and please them when they call. And they call with the hardest problems.

Cogito helps guide representatives to provide a higher quality experience by ensuring they promote understanding, present competence, and drive empathy in every conversation.

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Mature adult female manager and mid adult female employee stand in the conference room and discuss staffing issues.

Improve operations
at all levels of the organization.

Cogito does not stop with raising agent performance. Supervisors use Cogito data to provide more informed mentoring.

And Cogito data informs decisions at the highest levels of the enterprise. New features such as Cogito™ True Sentiment pairs the Cogito CX score with transcriptions, overcoming the chief flaw of conventional sentiment analysis and enabling truly informed text analytics.

Whether for acquiring new accounts, servicing existing accounts, cross-selling or upselling, Cogito AI raises quality as it reduces costs.

And it does so by supporting the human connection that keeps customers coming back and agents fulfilled in their careers.

Scale empathy across the enterprise

Cogito offers the first scalable way for every agent to display more consistent emotional intelligence, delivering empathy on every call.

Improving the empathy of phone agents creates stronger human connections, leading to better conversational outcomes, such as:

  • Reduced call handle times
  • Increased first call resolution
  • Improved customer satisfaction and net
    promoter scores
  • Increased customer lifetime value

For a no-obligation demonstration, contact us today.

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