Telecom Self Service Application

The need

Operators today are facing three challenges that seemingly are at odds. Owing to the cut throat competition, companies need to cut costs. At the same time, however, they need to provide better service to their customers and improve their marketing capabilities. Further, global statistics show that customer retention has become a crucial issue with most of the communication service providers including mobile operators, wireline, Internet, cable and satellite providers. The telecommunications market has become more competitive and customers are becoming increasingly choosy and aware of their specific needs. Customer self-care voice portals are quickly becoming a single means to meeting all the above-mentioned challenges equally.

Independent consumer research has shown that consumers, when they need to activate or set up an account, overwhelmingly prefer self-service via the handset to an interactive voice response system (IVR) or to a customer-care or in-store clerk.

Infozech’s Value proposition

Infozech has on offer off-the-shelf IVR based self-service applications to address the needs of the telecom industry. Integration with Cisco Voice Portal (CVP) has enabled Infozech to deliver enhanced customer care via personalization of services as per the individual needs and preferences of customers. The traditional IVR platform is no longer restricted to handling of customer enquiries but can also provide well-targeted promotional schemes to suit each customer segment.

The Infozech’s self service application suite enables a host of IVR features such as the following:

• Carrier-class platform
• IP-based call switching
• IP-based take-back and transfer (TNT)
• IP-based IVR services
• IP-based queuing

The above set of features can be leveraged to allow the customers to:

• Modify / Add contact information to their existing account
• Change tariff plan / package and avail of newer features associated with it
• Obtain information on features, products, coverage area and technical support issues
• Request for Internet Banking PINs / passwords
• Recharge/Top up prepaid voucher by punching in payment details

The pre-integrated IVR self-service application by Infozech brings a host of advantages and application areas for the telecom domain. This solution enables operators to reduce operational costs, deliver ARPU benefits, and improve customer satisfaction. It is a win-win situation for both; the service providers as well as their customers. IVR based self-care enables subscribers to receive personalized service they demand - at any time and from anywhere. This personalization of service and associated service quality builds customer loyalty and increases traffic volume. Users can self-manage their wireless services via their handsets anytime, anywhere, making wireless convenient to buy, activate, change, and manage. The IVR based application entails automated activation and account management processes via the device thereby reducing call center and retail costs.