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TouchCommerce Leads Digital Engagement in Telecom Sector, Now Serving Eight of Top 10 Most Valuable Telecom Brands Across North America and Europe
[August 11, 2016]

TouchCommerce Leads Digital Engagement in Telecom Sector, Now Serving Eight of Top 10 Most Valuable Telecom Brands Across North America and Europe


TouchCommerce, the innovative leader in omni-channel customer engagement solutions for market leading brands, today announced significant momentum in the telecommunications vertical with multiple major customer wins and contract expansions throughout the past year that have enabled the company to lead the telecom digital sales and service space. TouchCommerce presently serves eight of the top 10 telecom brands in North America and Europe. TouchCommerce has been working closely with the market's leaders to increase online customer acquisition, boost Average Revenue Per User (ARPU) and reduce churn while protecting the brand and driving higher CSAT results. The TouchCommerce client portfolio lists a sampling of telecom customers, though certain brands are not disclosed publicly.

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"TouchCommerce has a strong record of significantly improving conversion and reducing costs for industry leaders across both sales and customer care," said Bernard Louvat, president and CEO of TouchCommerce. "We have successfully transitioned some of the world's largest telecommunications companies with dozens of business units and thousands of chat agents to digitally support customers throughout the customer lifecycle, including purchasing, on-boarding, account inquiries, technical support and retention. Our unwavering commitment to innovation and operational excellence has enabled us to offer superior business value to our clients."

In addition to ongoing customer engagement programs supporting digital sales and/or customer care for all of its telecommunications clients, TouchCommerce has also achieved the following customer wins and contract expansions in recent months:

  • Signed three of the top 10 U.S./European telecom operators within the past year -- two in the U.S. and one in EMEA
  • Expande scope of work with a top telecom industry brand to include mobility and business services
  • Providing ongoing support for site re-designs for two top U.S. telecom brands
  • Rolled out TouchMedia -- an omni-channel solution that integrates broadcast and print advertising with instantly accessible live chat and personalized self-service options to improve conversion and advertising -- with a leading U.S. telecom operator
  • Rolled out TouchSMS -- a new product that makes live chat and other personalized engagements possible within native mobile text messaging environment -- with a leading U.S. telecom operator



On average, with TouchCommerce, brands see a sales conversion uplift of 20 percent and 15 percent increase in average order value. Care solutions from TouchCommerce generally produce 25 percent reduction in online support costs, and 35 percent increase in self-service utilization. TouchCommerce also has a very high client retention rate with market-leading brands across the verticals it serves.

Technology innovation has been instrumental in the momentum TouchCommerce has gained with customers as well as earning a number of industry acknowledgements for the company. Among innovative solutions launched last year is TouchMedia, which infuses personalized engagement into traditional advertising, and TouchSocial, which delivers a personalized online engagement experience for brands and consumers on social networks with the purpose of increasing customer satisfaction and conversion. In February 2016, TouchCommerce also launched the highly anticipated TouchSMS, which uses native text messaging (SMS) capabilities on the mobile phone to engage consumers for timely and personalized interactions with brands. And most recently, in July 2016, TouchCommerce launched TouchAssist, which leverages Nina virtual assistant technology from Nuance (News - Alert) Communications, Inc.. Harnessing the power of the TouchCommerce RightTouch® platform, TouchAssist offers brands and consumers the ability to have conversational, text-based interactions that blend automated and live assistance, seamlessly intertwined within a single web or mobile web interface with extensive targeting and analytics capabilities.


For more information on how TouchCommerce offerings benefit enterprises by industry vertical, please visit "Our Solutions" on the TouchCommerce homepage and view by industry. Options range from telecommunications to financial services to hospitality and retail.

About TouchCommerce:

TouchCommerce provides market leading brands with award-winning omni-channel solutions to engage their customers on any device through online chat, guides, personalized content, and other automated tools, resulting in enhanced customer experience, increased revenue and reduced support costs. For more information, please visit www.touchcommerce.com. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.

Recently, Nuance Communications (News - Alert) (NASDAQ: NUAN) announced its intent to acquire TouchCommerce.


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