In a recent study by Telecoms.com Intelligence, Telco industry professionals rated enhancing the customer experience as the most important function of their commerce platform.
Why? They know a desirable user experience wins customers and helps reduce the every-present churn threat – and creating this kind of experience is a critical market differentiator.
The fact is that customers now expect a seamless, highly personalized interaction that is tailored to their needs in the moment. To produce such an experience, communication service providers (CSPs) need a consistent, integrated, and effective interface across every consumer channel, whether it’s online or offline, in a store or on the phone.
What they need is an Omni-channel commerce management solution that is purpose built for the Telco industry.
Addressing the customers’ needs everywhere and at all times
A multichannel commerce system allows CSPs to consolidate their sales, management, and service channels into a single platform that puts the customer first. However, the Telco industry has unique needs. Relying on a general commerce platform cannot support the complexity that CSPs deal with in their commerce activities. A purpose-built, Omni-channel solution needs to have:
- The resiliency to support complex inventories, contract offerings, and billing analyses
- Heavy-lifting functionality that can handle an endless combination of phones and plans, along with configuration requirements and all kinds of pricing (such as fixed, subscription-based, and usage-based)
- The scalability to manage the fast provisioning of voice, data, digital gaming, and other over-the-top services, such as video streaming and cloud services
The bottom line? This kind of approach helps CSPs drive revenue, reduce costs, increase customer retention, and generate a competitive advantage.
To learn more about Omni-channel commerce management in the Telco industry, plan on attending this informative live webinar on September 25, 2014. Visit this link to register now.