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Communications And Media

Industry pain points

Customer Experience and Operational Capability Shortcomings

  • The customer service response is slow, the package design is complex and there are bundled sales problems, and the user's business and consultation efficiency is low.

  • Lack of technology and methods to deeply mine customer and business data, and it is difficult to accurately capture needs; the digital journey from interaction to process optimization, innovation is slow, and customer feedback is difficult to quickly translate into improvement initiatives.

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Pressure on security compliance and data governance

  • Real-time audit of multi-channel media content is required. Advertising and platform management should take into account efficiency and fairness. Professional teams and technology should invest heavily to continuously deal with new types of illegal risks such as bad information and false advertisements.

  • Mastering massive user data, facing the risk of leakage and abuse; increasing user privacy concerns, the need to find a balance between data value mining and compliance protection, governance processes, technical protection needs to be continuously upgraded.

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Business Growth and Revenue Structure Dilemma

  • Traditional business growth decelerated, traffic business due to low-cost competition revenue stagnation, individual user growth peaked, ARPU value continued to decline.

  • Emerging business support is weak, cloud business, Internet of Things and other emerging business growth slowed down, revenue structure is still dependent on traditional business, weak anti-risk ability.

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Solution

210+

Global Sites

300+

Global Clients

500+

Ecosystem Partners

1300+

Recognition & Property

01

AI Empowerment Services Layered Efficiency
Data-driven Optimization Experience

In view of the short board of customer experience, the "AI manual" mode is adopted to build intelligent customer service to realize 7 × 24-hour response and improve handling efficiency. At the same time, through data layered mining of customer and business data, a "voice of customer" system is built to quickly transform feedback and optimize digital journey.

02

Intelligent Hierarchical Audit Control Risk
Data Governance Balances Security and Value

In the face of compliance pressure, the "AI professional team" model to carry out multi-channel content, advertising layered audit, to deal with the risk of violations, through data governance to build "encryption desensitization authority layered" framework, not only to prevent data leakage, but also in the compliance premise of mining data value, support business development.

03

Ecological Cooperation of Value-added Business
"Communication Content" Equity Platform Operation

Docking video, music, games and other suppliers to create equity packages, relying on customized business development and full-link store operations to achieve explosive incubation, improve the efficiency of value-added business operations. Focus on expanding revenue-increasing channels, reducing the complexity of value-added business operations, and building an ecological closed loop of "diversified content rights and interests of communication infrastructure services.

Our advantage

Senior Customer Relations
Management experience

International Advanced Management System
and Qualification Certification

Rigorous and Perfect Risk
Control System

Efficient and Intelligent Talent
Growth Mechanism

Safe and Reliable Technology
Support

Innovation Win-Win Enterprise
Product Ecosystem

Services for a Global Layout
Site Security

Engaged in value-added service business for more than 30 years, serving 300+global head Clients, with rich practical experience and keen insight, deeply understand the essence of customer relationship management, and provide more cost-effective services.
The first domestic outsourcing supplier to pass the COPC international standard certification, with ISO27001 certification, ISO9001 certification, ISO45001 certification, ISO22301 certification, etc., to provide professional and efficient service management capabilities.
Professional wind control team and complete wind control system to effectively manage potential business risks in an all-round way, avoid the occurrence of wind control events, and ensure data security and operational security in the process of business.
Perfect talent growth mechanism, covering the whole process from recruitment to training, empowering personnel training with AI tools, relying on the training system of Welsend University, so that every employee can grow efficiently according to their own characteristics.
The strong technical team can provide the whole process services including independent research and development, system platform construction, operation and maintenance, deeply integrate AI intelligent technology into the service scene, and ensure excellent technical support 7 × 24 hours.
The unique enterprise ecosystem covers the whole business ecosystem from delivery center, construction and operation to technical support, human resources and other fields, integrates BPO,HRO,ITO and other multi-product service capabilities, and provides consulting comprehensive service solutions.
In Shandong, Sichuan, Zhejiang, Anhui, Manila, Philippines, Kuala Lumpur, Malaysia and other places, it has 210 global sites with a seat size of 20000, which can provide domestic and foreign delivery coordination, multi-service language response, meet customer needs and improve communication efficiency.

Looking forward to in-depth exchanges with you to explore more solutions

Customer Case

A large telecommunications company

Customer service and business promotion break, increase efficiency, reduce cost and improve transformation

In the customer service and business promotion module, the large telecom company has faced the dilemma of fragmented customer service channels, long response time, low first-time resolution rate, and insufficient conversion rate caused by the "wide spread" of business promotion. By embedding AI intelligent customer service in APP and opening up the omni-channel work order system, Welsend reduced the response time of customer service to seconds and increased the first resolution rate to 90%. At the same time, Welsend customized hierarchical promotion strategies for students, families and enterprise users and linked online and offline scenarios, finally realized a substantial increase in business processing conversion rate, effectively reduced promotion costs, and significantly improved service efficiency and business conversion effect.

A large media center

Customized AI data labeling scheme, fine service and data compliance security dual protection

Aiming at the content scene of interweaving text, picture and audio and video in the media center, Welsend takes artificial intelligence data annotation as the core and provides independent annotation service of "dividing fields and blocks": AI can drive and disassemble different content modules, respectively annotate text paragraphs, embedded pictures and attached videos, and can also intelligently complete detail annotation (such as distinguishing text body from title and circled picture specific elements), it can not only efficiently deal with the complexity of media content, meet the needs of fine labeling, but also provide accurate support for data audit.
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