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Automation. Point solutions were fine for their day, but are too costly to implement in a market environment characterized by rapid quad play service launches – and equally fast service retirements. If the solution isn’t automated, it isn’t lifetime value optimization.
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Personalization. The solution must be able to personalize the interaction experience for each customer, based on knowledge of their behaviors and preferences, and in context with a specific interaction.
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Real-Time. Fast response time is essential, whether to reduce the impact of a negative event, or to make the most of a positive one. Care, billing, and service events occur in real time and must be evaluated accordingly.
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Scalability. Service bottlenecks are unacceptable. The system must ramp to accommodate millions of customers and transactions.
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Makes Agents More Effective – and Satisfied. Agent satisfaction and lower churn result as technology solutions help CSRs do their jobs faster and with greater confidence and support. Lifetime value optimization eases agent decision-making, ensuring universal, consistent application of care policies. The right solution improves both sides of the care equation: driving revenue by boosting customer satisfaction and loyalty, and delivering savings by enhancing agent satisfaction, loyalty and retention, and productivity.
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With lifetime value optimization, service providers can keep this “next gen” customer... on the hook and buying more, for the long term. |
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Know – and Care for – Thy Customers
A recent Business Week article (“Telecom: Back from the Dead,” June 25, 2007) points to a major revival now taking place in the industry. Driven by Internet video, mobile data and social networking applications, this renaissance is fueling a new bandwidth boom.
The customers behind this explosive growth in demand for broadband are the young, affluent Internet generation who expect care to be on a par with the services they use – fast, personalized, and with the intelligence to know and respond to their interests. They will not sit on hold while a service provider fiddles with an order or request. A moment’s delay and the customer is “outta there” and off to a competitor.
With lifetime value optimization, service providers can keep this “next gen” customer – the primary market for triple- and quad play services – on the hook and buying more, for the long term.
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