Quality service as well as competitive pricing is key to retaining customers and attractive new ones in the multichannel voice and data communications marketplace. If coverage for the price offered is terrible, customers will churn and via social media tell others about their experiences, cascading this loss of business. By the same token if service is exceptional and there is high value for money, communications suppliers that offer them will win and keep customers and revenues.
In response to these needs,
DAX Technologies has developed and released with its InTouch customer experience management (CEM) solution. Designed for wireless operators and other communications service providers (CSPs), InTouch provides current situational and stored historical data, detailed analysis and proactive remediation recommendations for customer service experience issues.
InTouch enables CSPs and wireless firms to clearly identify, understand, and address service and device-related issues in near real-time that affect quality of service, including everything from dropped calls to lost SMS messages. It is an intuitive, thin-client solution that can be effortlessly incorporated into existing networks; it melds business intelligence, service quality management and customer forensics with predictive churn analysis algorithms.
InTouch provides critical data, such as history and service failures, session durations, failure codes, geographical and roaming data, and device specifications, to front-line and other network personnel when customers call in with service and experience issues. It will preemptively suggest remediation options, thereby facilitating swifter and better resolution of customers' issues.
Other features and functionality of InTouch CEM includes:
*Immediate delivery of historical and real-time data that provides a snapshot of both past and present customer issues across the network within five seconds
*In-depth predictive churn analysis that identifies current at-risk customer populations by quickly analyzing previous churn statistics and factors
*Proactive remediation recommendations and retention monitoring - proposes corrective action to mitigate customer churn and evaluates retention campaign effectiveness
*Integrated GIS mapping support, which identifies service quality issues by location and improves management of location-based services
*Complete product customization that enables precise segmentation of customers by demographics, location, service type, and device, and tailoring of user interfaces, dashboards, and ad-hoc reports to best fit unique organizational needs
"In today's dynamic, shifting marketplace, the customer is king," said Olga Yashkova, industry analyst at Frost and Sullivan. "Consumers expect a richer and more personalized experience, as well as better service reliability and a higher value for their dollar. InTouch transforms the CEM process by enabling wireless providers to meet these demands while improving their own network operations."
As the current shift towards voice and data convergence accelerates, legacy networks are struggling to maintain acceptable service quality levels due to convergence-related complexities and fragmented problem resolution processes, says Dax. With CEM technologies like InTouch in play, the firm believes CSPs can achieve a more granular level of control and faster, real-time response to all levels of experience issues such as signal drops, failed data sessions, and dual-mode service hand-off. This will provide customers with a higher level of service quality and minimizing churn risk.
"Customer churn has tremendous impact on the bottom line for wireless operators and CSPs, particularly in mature markets where even a 10 percent churn rate may represent millions of dollars in lost revenue," said Frank Galuppo, CEO at DAX Technologies. "The direct, real-time insight offered by InTouch is a win-win - with an optimized response to CEM issues, the overall customer experience is elevated. Churn-related losses are minimized, and carriers gain the extra competitive edge needed to excel."
