Contact Center Solutions Featured Article

Comverse to Unveil Upgraded ONE Billing & Active Customer Management

October 13, 2009

Comverse has plans to unveil its recently upgraded Comverse (News - Alert) ONE Billing & Active Customer Management offering at Futurecom 2009 in Brazil. This solution is designed to strengthen ties between telecom carriers and their subscribers.

Research completed recently by Forrester (News - Alert) Consulting, and commissioned by Comverse, found that operators’ current customer management/customer relationship management (CRM) capabilities are not enabling them to meet their key business goals. Comverse ONE Billing & Active Customer Management directly addresses this issue.

Capability gaps are found in multiple systems and functions, including customer management, business and operational support systems (BSS/OSS) and sales and marketing. While these areas have interdependencies, they have “grown up” separately. Even with integration, these applications speak different languages.

“We are addressing these gap areas in a cost-effective manner by aligning BSS, customer management and sales and marketing as an out-of-box converged, product-based solution built around one single data model,” said Gabriel Matsliach, general manager and vice president, billing and active customer management at Comverse, in a statement.

It is essential to extend a convergent BSS approach in order to bridge these capability gaps. In July, Comverse announced a strategic partnership with Infor to integrate three key CRM features – sales force automation, campaign management and interaction management – into Comverse’s flagship convergent BSS offering.

“We are taking a refreshed approach to both CRM and the network to deliver a consistent customer experience across the Web, sales force, call center, point-of-sale (POS) and all device touchpoints,” Matsliach said. “Our solution combines network intelligence and profile analytics with real-time functionality, which transforms an operator’s BSS into a strategic asset.”

Those who attend Futurecom can see the demonstration of the new revenue-accelerating CRM capabilities of Converse ONE. The demonstration will illustrate how the connection between the operator and user is forged and then solidified throughout all phases of the customer experience to boosting customer acquisition, satisfaction and retention.

Comverse was honored this summer by Frost & Sullivan with the “2009 Telecom BSS Vendor of the Year” award for the Asia Pacific. This is the fifth consecutive year that Comverse has received this award.

The company was also selected by Telenet Group Holding, a provider of broadband cable services in Belgium. Telenet selected the ONE Billing and Active Customer Management as its real-time rating and billing platform for digital television and mobile services. 
 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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