Tuesday Feb 26, 2013

Crafting the Cross-Channel Experience For Communications

What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

Interested in the latest on Communications Customer Experience?

Want to begin the journey - read more about Oracle’s Communications Customer Experience.

Tuesday Sep 18, 2012

Oracle Commerce Best Practices for the Communications Industry

 

In today’s volatile economy, Communications Service Providers are challenged to offer a complete, cross-channel commerce experience. With Oracle Commerce solutions, CSPs can get closer to customers and gain valuable insight to maximize ROI across all commerce activities. Join us for a  live webcast on September 26th with featured speakers Raghavendra Ademane, Omni-Channel Commerce Consultant at Professional Access and Brenna Johnson, Product Manager, Oracle and learn how you can manage and deliver commerce experiences for Communications that engage customers and promote loyalty.

The panelists will guide you through a number of topics including:

  • Current Communications market trends, opportunities and challenges
  • Introduction to the Oracle Commerce solution with case studies
  • Demonstration of the solution for Communications with live Q&A

Register today and learn how Oracle's latest innovations for Communications can help you increase online sales and enhance cross-channel commerce interactions.

Wednesday Jun 13, 2012

Communications: BSNL Unifies The Customer Experience

Hear how BSNL achieved a unified customer experience across channels.  BSNL is India's number one telecommunications operator with 70M mobile customers and 20M wired customers. They consolidated 330 different districts and customer experiences into a single customer experience across the contact center, web, email and SMS.  Click here to listen to their journey. Read more about Oracle Communications.

Tuesday Apr 24, 2012

Grameenphone Completes Customer Calls 166% Faster, Grows Subscriber Base by 56% in Two Years

 

Grameenphone is Bangladesh’s leading mobile telecommunications service provider whose subscriber base consists of prepaid (97%) and postpaid (3%) cell phone users.  The company operates more than 13,000 cell phone base stations at approximately 7,000 locations across Bangladesh and has about 5,000 employees.  

Until late 2009, Grameenphone used approximately 40 applications to manage customer interactions, billing, and campaign management functions for its cell phone subscribers. These applications were not integrated, which meant it took too long for the contact center staff—who had to switch between multiple screens—to handle customer calls. Grameenphone also believed its customer churn rate (the proportion of subscribers who leave during a given time period) was related to product offers not being targeted enough to subscribers.

Grameenphone engaged Oracle Partner Wipro to deploy Siebel customer relationship management (CRM) products. The CRM system enabled fast and effective order management, reduced call handling times and subscriber churn rates, increased the number of targeted marketing campaigns that can be created each month, and helped convert more leads into paying customers. Customer data such as names, addresses and transaction information are stored in the Oracle Database 11g.

“The Siebel CRM and communications system helped us create more targeted campaigns and has improved customer service, which played a key role in the 56% growth of our subscriber base to 36 million in two years,” said Asif Naimur Rashid, general manager and head of enterprise planning, Grameenphone.  Read the full customer story here.

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