telecom and media

In emergia we work with the main operators of the industry in a national and international level. The fierce competitive environment of our industry and the change in the demand habits of consumers, is forcing the operators to redefine and convert their models of interaction, with client experience and satisfaction as the main axis and an important commercial calling.

Currently, customer service is a key differentiating piece at the service and loyalty levels for any operator and service provider. It is necessary to evolve from the needs and expectations of consumers, which propose new challenges to the companies that offer telecommunication services (simplicity in fees, services and offers, technical quality, wide range of services, agility in troubleshooting and treatment of claims and complains, etc…)

In emergia, we have a wide experience in telecommunications and media, from the interaction through the most traditional channels to online (web) or social media channels. From an integral Omni-channel perspective and a strategy of change based in customer experience programs, both B2C and B2B.


Distributor support and attention Client satisfaction and experience programs Claims and Complains (include official) Commercial actions (portfolio and leads) Recovery Omni-channel customer service B2B B2C Laboratory evaluation of the impact of “pilot” actions Customer Service on Facebook Information Management Client portfolio management (B2B) Follow-up in service provision service desk (Tier 1) etc…