Delivering a Multi-Channel Experience

Service bundles such as double-, triple- and quadruple-plays can be challenging to orchestrate and manage, especially when multiple back-end systems are involved. Adding to the complexity is the need to deliver a multi-channel experience, where customers have a single interface to purchase, upgrade or engage in service and support – via offline and online channels.

Today’s Competitive, Customer-Centric Marketplace Demands a Unified Approach

The intricacies of service bundles require a centralized platform to orchestrate the workflow of many departments, all of which have different lead times and interfaces. In this highly complex environment, it is paramount that customers are not inconvenienced with a disjointed service experience, being shuffled through layers of support personnel and processes, especially during an initial order and more importantly, if/when they need technical assistance.

Multiple Channels = Multiple Sales and Marketing Opportunities

Through multiple channels, telecom, wireless and Internet service providers and cable operators can significantly broaden their sales and marketing pipelines, and engage with customers and prospects more directly – all within the convenience and channel of their choice.

Giving customers the choice of online or in-store channels can dramatically increase revenue opportunities. Multiple channels allow you to reach a larger audience, and provide the capability to optimize sales and marketing opportunities within your existing customer base.

By providing multiple touch points, you can connect with customers more frequently and deliver a more personalized service. Additionally, communication service providers and cable operators can consolidate individual back-end systems, while providing service and support agents to have a holistic view of the customer further enabling them to be in a better position to offer personalized assistance.

Uniform Customer Experience

From a customer’s perspective, having easy access to an array of service and support resources enhances the overall experience. Consolidating multiple systems into one central platform allows agents and customers to quickly and efficiently manage orders, check status and/or resolve any issues.

ConvergenceNow®

ConvergenceNow® provides a centralized platform to orchestrate subscriber activation processes and the provisioning of service bundles which have different lead times and interfaces, and furthermore integrates both legacy and next generation networks. ConvergenceNow accelerates the order-to-cash process and optimizes the customer experience; all while managing the activation of complex service bundles including voice, video, wireless, high-speed Internet access and content.