The Importance of Integrations in the Telco Industry with Alex Baker

Connected Knowledge from Upland Software

In this constantly evolving digital landscape, telcos face the perpetual challenge of upgrading technology while simultaneously maintaining a superlative customer experience. Today’s customers expect nothing short of excellence, and meeting these expectations is crucial for both customer acquisition and retention.

This week, we’re going to hear from Alex Baker. Alex serves as Upland’s ace in customer service and support. With a career spanning over a quarter of a century and his work has given him a unique perspective on the essential tech integrations for telcos, making him the perfect person to help us understand how best to optimize the customer experience in the telecommunication industry.

Resources for further learning:

• Connected Knowledge via Integrations, Delivery, and Self-Service with Stin Mattu - RightAnswers (uplandsoftware.com)
• Essential Features of a Modern Knowledge Management Platform (uplandsoftware.com)
• Experts in Knowledge Management | Upland RightAnswers (uplandsoftware.com)

• (00:00) - Welcome to Connected Knowledge
• (00:34) - Introducing Alex Baker
• (01:36) - The Customer Expectations Race
• (03:50) - Next Generation CX
• (06:53) - The Disincentive of Silos
• (09:33) - Building a Best Practice Organization
• (21:20) - Generative AI in the Call Center