Comverse® ONE™ Billing & Active Customer Management Extended for Additional Revenue-Accelerating Capabilities
Operators' top business challenges remain by and large the same: minimize time to market of new services, reduce churn, reduce operating and customer acquisition costs and generate new revenue streams. However, they are still falling short.
Since its launch last year, Comverse ONE is quickly becoming the leading convergent Business Support System (BSS) solution in the telecom marketplace, receiving top ratings from industry analyst firms. No doubt, this impressive market reception is derived from Comverse ONE’s innovative architecture that is designed with a single data model, single product catalog, open framework – all enabling service providers to transform their BSS into a strategic asset for business growth.
The approach of unifying a convergent BSS around a single data model and product catalog indeed delivers many business benefits addressing the top operator challenges by providing faster time-to-market, cost savings and customer experience benefits. However, extending BSS convergence more broadly across an operator’s ecosystem – specifically into the areas of sales and marketing will enhance those business results.
Based on this realization, Comverse has forged a strategic partnership with Infor Global Solutions (Michigan), Inc., one of the world’s largest providers of business software, to further expand the scope of Comverse ONE’s Active Customer Management with revenue-accelerating CRM capabilities. Comverse defines Active Customer Management as the ability to manage all customers consistently and in a real-time interactive manner – for any customer choice of payment type or touchpoint – delivered through a set of unified customer management applications that leverage a single data model of product and customer information, and now it includes the following CRM capabilities:
- Sales Force Automation: To drive operator revenues by managing leads and sales activities, targeting new customers and up-selling to existing customers.
- Campaign Management: To help operators run effective marketing campaigns by leveraging unified subscriber information and lead information to build target lists and then executing them through multiple channels.
- Interaction and Case Management: To improve the 360-degree view of customer-centric activities. The capability reflects both system and user generated activities and provides the ability to resolve customer issues via end-to-end case resolution and process-oriented models for accurate and complete resolution of issues.
By extending Active Customer Management ‘upstream’ into sales and marketing activities, the consistent customer experience can start earlier during the sales and acquisition cycle – tightening operators’ prospect-to-cash cycle. Moreover, when all customer, prospect and product information is unified, the convergence of business models becomes a reality – customer acquisition processes are no longer dependent on customer payment type choice.
Today's generation of Internet-savvy customers expect to receive a consistent and personalized experience through each and every touchpoint with their operator. These include the device itself, Web self service, IVR based self service, walking into a store, or calling a call center. Regardless of the touchpoint or payment type chosen by the user, the experience should be based on the same terminology and service options. Anything less means lost revenue opportunities.
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Comverse, its logo, and the spark design are registered trademarks of Comverse Technology, Inc. or its subsidiaries in the United States and other selected countries. Other denoted product names of Comverse or Infor may be trademarks or registered trademarks of Comverse, Inc. or its subsidiaries or Infor Global Solutions (Michigan), Inc. The materials presented in this communication are summary in nature, subject to change, and intended for general information only.