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ConceptWave Enhances Product Lineup by Integrating CLM Features

November 04, 2010

CRM solutions provider ConceptWave Software, Inc., recently announced the expansion of its portfolio with the addition of customer lifecycle management (CLM) solutions. ConceptWave’s growing client base includes some of the world’s largest converged operators.

Communication service providers currently face lot of challenges that come in their way of delivering superior customer care. These include long customer call times, slow CSR responsiveness, inaccuracy, inadequate product promotion and a myriad of back-office integration bottlenecks. By integrating CLM solution into its Order Care and Rapid CRM lineup, ConceptWave seeks to address key challenges faced by global communication service providers.

In the press release, ConceptWave detailed the areas of improvement as a result of the CLM integration into its product line up.

  • Customer Self-care: Full Web-based self-management functionality (accounts, service, and order management with new product and offer browsing).
  • Customer Information Management: A flexible, 360-degree view of customer information, enabling both federation and mastering of customer data.
  • Service Registry: Dynamic customer subscription management.
  • Unified Workstation: An advanced single-view agent desktop with capability for CSRs to rapidly view product, order, billing and customer service information.

ConceptWave Rapid CRM was designed to addresses various CLM challenges by leveraging unified customer data from various disparate systems. According to ConceptWave, with Rapid CRM, service providers can efficiently manage and monetize their customer services and experience. ConceptWave Rapid CRM enables superior customer experience and value management with an imperative on time-to-market deployments of services within an order-to-service context

“Increasingly, customers want to access and modify their product and service information any time, from anywhere. However, underlying service provider systems lack the flexibility to provide such access, are unable to support the growth in subscriber-focused services, or are large, complex, and inflexible. ConceptWave Rapid CRM’s comprehensive and flexible features enable customer service, quick time to market, and rapid order to cash cycles,” said Ari Banerjee, Senior Analyst at Heavy Reading.

Earlier this year, ConceptWave announced the successful completion of the TM Forum's Compliance Certification program against the Information Framework (SID) for its Catalog Management (CM) product. TM Forum awarded ConceptWave the TM Forum Compliance Mark after ConceptWave hads demonstrated that its Catalog Management product meets the rigorous standards set by the compliance tests.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf