Contact Center Solutions Featured Article

March 10, 2010

Comverse Solutions Addresses Churn: Analyst

By Brendan B. Read


Customer churn is one of the biggest issues facing companies in highly competitive industries such as communications, requiring suppliers i.e. communication service providers to spend huge sums in acquisition costs to retain let alone grow revenues. The math is very simple: the fewer customers turned over the greater the profits. The key lies in knowing the customers, their needs and wants, and meeting them promptly, consistently and professionally.
 
Tools such as Comverse’s Business Support System’s customer management system have been identified in a recently published study by Telesperience, a U.K.-based telecom analyst firm as an important means of reducing churn.
 
Telesperience had surveyed different types of CSPs worldwide to find out their challenges and objectives concerning customer management. Traditionally, this area has been associated with it says “customer care” and “customer relationship management,” but it has been increasingly extended to other activities affecting the overall customer experience, such as ordering, billing, payment, sales and marketing.
 
The most pressing issue cited by the analyst firm was a lack of customer management consistency across channels, primarily caused by multiple legacy business systems not “talking” with each other to present one view of the customer. According to 75 percent of the CSPs, this created a sub-optimal customer experience, which is driving customer churn.
 
Comverse (News - Alert) addresses these issues with the Comverse ONE Billing & Active Customer Management solution, a comprehensive BSS built around a single data model and product catalog that offers a complete, real-time view of customer and product data across an operator's network. The solution’s unified architecture enables operators to leverage an ‘Active Customer Management’ approach to manage all customers consistently and in a real-time, interactive manner, regardless of how the customer chooses to pay for services or interacts with the CSP (News - Alert).
 
“Legacy customer management infrastructure was designed for a different business paradigm and now inhibits CSPs from meeting their customers’ expectation,” says Teresa Cottam, Research Director at Telesperience. “Ignoring the problem and bolting on additional systems is increasingly becoming not viable.
 
“By moving towards convergent customer management, CSPs improve their ability to deliver optimal and consistent customer management, targeted marketing, competitive differentiation and growth enablement while also minimizing their costs. As a result, we see a strong trend developing for more and more CSPs to implement convergent customer management systems, such as the Comverse ONE Billing and Active Customer Management solution.”
 
“The Telesperience study serves to underscore Comverse's unique approach to helping CSPs deliver an optimal customer experience,” said Gabriel Matsliach, president of Global Products and Operations at Comverse.

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Erin Harrison


Related Contact Center Solutions Articles

    From Contact Environment to Interaction Ecosystem: The Future of the Customer Contact Center

    Few areas of business operation have been called into greater question in recent years than customer contact centers. Between impersonal automated systems, frustrating menus, and the hot potato topic of overseas outsourcing, the operational model of the customer service contact center has lost touch with its core reason for being - to service the customer. [ Read More ]
    02/13/2012

    TMCnet Contact Center Solutions Week in Review

    It is almost difficult to know where to begin, given all of the interesting contact center activities around the world. However, a great place to begin is with the Editors Choice feature by TMCnet contributor Tracey E. Schelmetic about a terrific webinar sponsored by Interactive Intelligence, "2012: Key Contact Center Trends and Priorities for the Upcoming Year - How you can be read.," The webinar featured Forrester Research principal analyst, Art Schoeller, Interactive Intelligence senior vice … [ Read More ]
    02/11/2012

    Aegis Lands in Magic Quadrant

    Global outsourcing provider Aegis Limited has been named as one of 16 firms in Gartner Inc's 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide. [ Read More ]
    02/10/2012

    Interactive Intelligence Hires Mitchell Phillips as Australian Territory Manager

    Interactive Intelligence Group, Inc., a global provider of unified business communication solutions for contact centers, unified communications, and business process automation, was in need for someone to take over their Australian territory. The company announced that Mitchell Phillips seems to be the new man for the job. [ Read More ]
    02/10/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.