Unleash the Power of ExperienceUnleash the Power of Experience

Este conteúdo só está disponível em Inglês.

Making the complex SIMPLE

Today, communication is not just about the network technology, or the device; it’s about the experience and the lifestyle. We know that social networks are where most consumers interact today, whether through Facebook, Twitter, WhatsApp, Linkedin or the next channel to suddenly become the millennial generation’s choice of the week.

For service providers, this intense engagement poses a major challenge of how to keep customers close. When consumers are asked “Who’s your service provider?” some don’t know. Others just don’t care.  It just doesn’t matter to them, as long as they are satisfied with the service experience.

Service providers need to address this shift in consumers’ behavior and state of mind, and realize that today’s consumers crave SIMPLE – Social, Immediate, Multiple choice, Personalized Lifestyle Experience – interactions.

Is SIMPLE really that simple?

1. Social – With crowd sourcing, sharing and personalized feeds, consumers are heavily influenced by what their social network and other consumers tell them. It is no surprise that people treat social networks today as an extended, unofficial support channel.

But for service providers, it is not just about establishing a Facebook page or a Twitter account. It is about realizing that social networks have become a legitimate support and care channel that needs to flow with all other assisted and unassisted channels to maintain a coherent and consistent experience.

2. Immediate – everything is real time and consumers expect instant gratification. Consumers expect to always be best connected, with zero tolerance to any failure.

For service providers, this expectation doesn’t come at zero cost. They need to deploy advanced network technologies like small cells, and intelligently offload consumers to cost efficient Wi-Fi networks. Because consumers are so sensitive to network failures, it is imperative for service providers today to integrate between real-time network insights and customer intelligence to modify and improve the experience of a specific customer or group of customers.

3. Multiple Choice – consumers hate restrictions and want to feel empowered. They expect full control over their service – anywhere, anytime, using any device, through any channel. Service providers must enable a unified experience to consumers and present multiple offers, devices and service bundles. But to really differentiate, service providers need to empower users to determine the right bundle and the right offering for them.This empowerment goes beyond the variety of services and includes the need to move easily between multiple personas. Service providers need to cater for the evolving needs of the “business” persona of their consumers, such as the ability to consume business and residential services on a customer-owned device, offer bundles that go beyond communication services and empower the business persona with advanced small- and medium-sized business (SMB) self-service capabilities.

4. Personalized Lifestyle Experience – and finally, if you want to keep your customers close to you, you need to provide them with a personalized lifestyle experience. We all want to feel unique. We want to be treated individually according to our habits, preferences and needs. And we want this personalized approach adapted to our multiple personas at home and at work.

Amdocs CES 9.1 enables the SIMPLE experience

To enable these SIMPLE experiences for their customers, service providers need to holistically manage the customer experience from the device to the network. Service providers need to personalize every experience with real-time insight, and allow customers to take control of their experiences across any channel, network, service or device. They can do all this, and more, with Amdocs CES 9.1.

The key to turning social networks into a legitimate support and care channel is linking between customers’ social network profiles to their BSS data, and putting all this information in context so the customer service representative can  anticipate, detect and respond to  customer complaints via the channel that best suits the consumer. With Amdocs Social Care, service providers can improve Net Promoter Score by expanding customer care capabilities to social media channels, rapidly resolving care issues across social media, thereby improving satisfaction and loyalty.

Meanwhile, to alleviate network congestion, service providers are increasingly turning to Wi-Fi. The challenge here is how to intelligently determine which consumers to offload/on-load to Wi-Fi and how to provide the best customer experience, taking into account network quality of service, revenue optimization and cost. The Amdocs Smart Net solution ensures the consumer is always best connected, regardless of network, while driving network efficiency.

And with this massive increase in mobile data, many mobile operators are deploying small cells to improve the user experience by increasing capacity and coverage. But high complexity and sheer volume of tasks mean operators are challenged to meet their time, cost and quality targets. The Amdocs Small Cell solution provides a complete end-to-end catalog-driven planning, design and rollout solution for next generation networks and can reduce network deployment time and costs by up to 35 percent, and network design time by more than 50 percent.

To meet the service provider need  to launch a growing number of new services at an accelerated pace, Amdocs has introduced Amdocs Multi-Play, which eliminates operational silos and provides a single, convergent platform that delivers personalized, anywhere experiences across all lines of business, services and network technologies. Amdocs Multi-Play allows service providers to differentiate beyond price with smart bundling and manage complex hierarchies for all customer segments, residential and business,

In fact, the SMB sector is the fastest growing market segment for service providers. Amdocs CES 9.1 provides capabilities that are uniquely designed to support the evolving needs of the SMB segment, allowing operators to support residential, SMB and enterprise customers all on the same platform, with dedicated business processes that meet the multiple needs of each segment.  With enhanced self-service and bring your own device capabilities, Amdocs SMB will increase your customers’ satisfaction and loyalty.

At the end of the day, delivering a personalized, contextual experience to customers means having to gain ever deeper insight from their consumption patterns to really understand how they consume services, and on what device network and location. Using Amdocs’ big data analytics offering, service providers can unlock the insights contained in the massive amounts of customer usage data they hold, and better understand and predict what customers want, thereby delivering more targeted, personalized services.

Moreover, by integrating geo-located network information with individual customer’s business insights information, and taking proactive measures based on network performance to modify and improve the experience for a specific customer, service providers, using Amdocs CES 9.1, can really unleash the power of experience.

Este contenido sólo se encuentra disponible en Inglés.

Making the complex SIMPLE

Today, communication is not just about the network technology, or the device; it’s about the experience and the lifestyle. We know that social networks are where most consumers interact today, whether through Facebook, Twitter, WhatsApp, Linkedin or the next channel to suddenly become the millennial generation’s choice of the week.

For service providers, this intense engagement poses a major challenge of how to keep customers close. When consumers are asked “Who’s your service provider?” some don’t know. Others just don’t care.  It just doesn’t matter to them, as long as they are satisfied with the service experience.

Service providers need to address this shift in consumers’ behavior and state of mind, and realize that today’s consumers crave SIMPLE – Social, Immediate, Multiple choice, Personalized Lifestyle Experience – interactions.

Is SIMPLE really that simple?

1. Social – With crowd sourcing, sharing and personalized feeds, consumers are heavily influenced by what their social network and other consumers tell them. It is no surprise that people treat social networks today as an extended, unofficial support channel.

But for service providers, it is not just about establishing a Facebook page or a Twitter account. It is about realizing that social networks have become a legitimate support and care channel that needs to flow with all other assisted and unassisted channels to maintain a coherent and consistent experience.

2. Immediate – everything is real time and consumers expect instant gratification. Consumers expect to always be best connected, with zero tolerance to any failure.

For service providers, this expectation doesn’t come at zero cost. They need to deploy advanced network technologies like small cells, and intelligently offload consumers to cost efficient Wi-Fi networks. Because consumers are so sensitive to network failures, it is imperative for service providers today to integrate between real-time network insights and customer intelligence to modify and improve the experience of a specific customer or group of customers.

3. Multiple Choice – consumers hate restrictions and want to feel empowered. They expect full control over their service – anywhere, anytime, using any device, through any channel. Service providers must enable a unified experience to consumers and present multiple offers, devices and service bundles. But to really differentiate, service providers need to empower users to determine the right bundle and the right offering for them.This empowerment goes beyond the variety of services and includes the need to move easily between multiple personas. Service providers need to cater for the evolving needs of the “business” persona of their consumers, such as the ability to consume business and residential services on a customer-owned device, offer bundles that go beyond communication services and empower the business persona with advanced small- and medium-sized business (SMB) self-service capabilities.

4. Personalized Lifestyle Experience – and finally, if you want to keep your customers close to you, you need to provide them with a personalized lifestyle experience. We all want to feel unique. We want to be treated individually according to our habits, preferences and needs. And we want this personalized approach adapted to our multiple personas at home and at work.

Amdocs CES 9.1 enables the SIMPLE experience

To enable these SIMPLE experiences for their customers, service providers need to holistically manage the customer experience from the device to the network. Service providers need to personalize every experience with real-time insight, and allow customers to take control of their experiences across any channel, network, service or device. They can do all this, and more, with Amdocs CES 9.1.

The key to turning social networks into a legitimate support and care channel is linking between customers’ social network profiles to their BSS data, and putting all this information in context so the customer service representative can  anticipate, detect and respond to  customer complaints via the channel that best suits the consumer. With Amdocs Social Care, service providers can improve Net Promoter Score by expanding customer care capabilities to social media channels, rapidly resolving care issues across social media, thereby improving satisfaction and loyalty.

Meanwhile, to alleviate network congestion, service providers are increasingly turning to Wi-Fi. The challenge here is how to intelligently determine which consumers to offload/on-load to Wi-Fi and how to provide the best customer experience, taking into account network quality of service, revenue optimization and cost. The Amdocs Smart Net solution ensures the consumer is always best connected, regardless of network, while driving network efficiency.

And with this massive increase in mobile data, many mobile operators are deploying small cells to improve the user experience by increasing capacity and coverage. But high complexity and sheer volume of tasks mean operators are challenged to meet their time, cost and quality targets. The Amdocs Small Cell solution provides a complete end-to-end catalog-driven planning, design and rollout solution for next generation networks and can reduce network deployment time and costs by up to 35 percent, and network design time by more than 50 percent.

To meet the service provider need  to launch a growing number of new services at an accelerated pace, Amdocs has introduced Amdocs Multi-Play, which eliminates operational silos and provides a single, convergent platform that delivers personalized, anywhere experiences across all lines of business, services and network technologies. Amdocs Multi-Play allows service providers to differentiate beyond price with smart bundling and manage complex hierarchies for all customer segments, residential and business,

In fact, the SMB sector is the fastest growing market segment for service providers. Amdocs CES 9.1 provides capabilities that are uniquely designed to support the evolving needs of the SMB segment, allowing operators to support residential, SMB and enterprise customers all on the same platform, with dedicated business processes that meet the multiple needs of each segment.  With enhanced self-service and bring your own device capabilities, Amdocs SMB will increase your customers’ satisfaction and loyalty.

At the end of the day, delivering a personalized, contextual experience to customers means having to gain ever deeper insight from their consumption patterns to really understand how they consume services, and on what device network and location. Using Amdocs’ big data analytics offering, service providers can unlock the insights contained in the massive amounts of customer usage data they hold, and better understand and predict what customers want, thereby delivering more targeted, personalized services.

Moreover, by integrating geo-located network information with individual customer’s business insights information, and taking proactive measures based on network performance to modify and improve the experience for a specific customer, service providers, using Amdocs CES 9.1, can really unleash the power of experience.