DIGITAL CHANNELS Solution Overview

Transcription

1 DIGITAL CHANNELS Solution Overview The Fast Track To Purely Digital, Intelligence-Driven Business for Telcos

2 Qvantel Digital Channels Digitalizing Business and Empowering Customers Qvantel Digital Channels provide Communication Service Providers (CSPs) a powerful, holistic omni-channel solutions across their customers lifecycle, digital and assisted touchpoints, and lines of businesses (including B2C, B2B, and Multi-play). Qvantel s Solution Drives Optimized Digitalization and Business Performance Drives Shift to Digital Channels Cut cost from assisted care and sales. Designed to accelerate digitalization of CSPs business via shifting customer interactions to digital sales and self-care from assisted channels. This increases the efficiency of human work with efficient customer 360 views, smart scripting in workflow design and ease-of-use designed with years of telecom experience. Omni-Channel Experience Providing seamless customer journey experience across touch points for smooth accommodation of the connected digital lifestyles of today s customers. Dynamic, Data Driven Efficiency and fast time-to-market. Qvantel Digital Channels are built to be data driven for faster time-to-market and lower costs. The channels take full advantage of catalog- driven architecture and back-end intelligence for ensuring offerings are introduced fast to all channels and interactions for customers are optimized by advanced rule engines. Powering Multi-Play Business Simplified offer browsing, order tracking, and product configuration is designed for maximum ease-of-use also for advanced bundles of mobile, fixed and cloud services. Efficiency Via Intuitiveness High conversion rates & quick resolutions. Intuitive experiences increase conversion rates and reduce costs of the customer care experience. Easy- to-use tools lower the learning curve and cut the time needed to train customer service and sales teams. Personalized, Predictive Journeys For Building Loyalty and Driving Sales The experience lets customers feel that the operator understands their needs, offers meaningful responses to the needs, building loyalty. Designed for Building Relationships The solution is designed for the era of relationships, where customers expect continued, meaningful dialogue with the service provider.

3 Digital Sales & Care eshop and ecare: Unified Self-Service Experience for Sales & Care Qvantel eshop and ecare design unifies sales and self-service customer journeys and brings the management of the customer s personal Digital Life into one, simple-to-use interface. Drives Shift from Assisted to Digital Channels Increased level of self-service and automation throughout the customer journeys increases efficiency and provides more empowered, personalized service experiences. Customer journey design together with intelligence of the solution drives this shift. Drive Sales with Simplified Shopping Experience Simplified customer journeys are designed to be personal, relevant and easy to use. This optimizes sales conversion for both upselling to existing customers and for acquiring new customers. Integrated Shopping & Service Experiences With unification of sales and care, customers find both new offerings and care services from the same intuitive experience. This digitalization drives automated discovery and self-service and lowers customer care costs. Simplified Offer Browsing, Order Tracking and Product Configuration Qvantel s eshop experience allows customers to choose between quick basket creation or more advanced guided sales functionality that helps users find the most suitable products and allows order making with simplified, minimal product configurations. Flexible Cross-Channel Journeys Flexible cross-channel functionalities meet customers varying buying behaviour and channel preferences, and keep baskets available regardless of the channels. Smart in-session and between- session assistance features use proactive logic to detect customer struggle. Flexibility for Basket Management and Handovers in Purchasing Flows Qvantel s solution enables smart hand-overs and sharing of basket between different users. This accommodates use cases where the basket is created by one person and then paid by someone else. Expandable Mobile App Experience Mobile devices are increasingly the primary digital channel to reach customers. The Qvantel Digital Channel offering contains a ready-made Mobile App which brings the key eshop and ecare benefits to customers fingertips for both ios and Android devices. Instant, easy access to services, personal information and key tasks Designed to solve customer needs on the spot, decreasing the need to contact call centers Dynamic, catalog-driven content is updated onflight for fast time-to-time market Widget-like component structure for flexible customization and differentiation Leverages common omni-channel experience with other channel touchpoints Compared to corresponding web based approach, a native mobile app paradigm provides fast and smooth user experience and opens an array of opportunities for future service innovation with better access to device capabilities and data.

4 Assisted Sales & Care Sales & Care Toolbox provides an intuitive and quick- to-learn toolset to boost efficiency of CSPs sales and care for human-assisted operations. Sales Toolbox supports both direct and indirect sales and telesales. Care Toolbox empowers Customer Service Representatives (CSRs) to deliver excellence in customer care. Sales Toolbox In the telecom industry, Point of Sale (POS) is still the most significant channel for customer interactions with specific demands for usability, flexibility, and effectiveness of use. The Sales Toolbox has been designed from the ground up to meet the requirements for a modern POS solution and drive efficiency of sales. Drives Cost Efficiency of Sales Operations Quick, smart, and intuitive user interface saves costs in training of new POS personnel and increases efficiency in daily sales operations ranging from sales to e.g. managing orders, managing customers, handling returns and replacements as well as viewing products and inventory levels. Flexible Sales Order Building Accommodates different customer needs and different ways of doing shopping. The required information for a sales and order can be added incrementally and in any order. Support for Seamless Customer Experience Across All Channels Supported via basket sharing between channels, and with cross-channel configuration of business and access rules. It is possible to also limit/ authorize functionalities for selected indirect channels. Fast Access to Information and Quick Completion of Transactions Facilitates a high volume of interactions efficiently with high customer satisfaction and minimized waiting time. Customer Information Management and Care for Point of Sale Needs Although the functionalities of the Care Toolbox are also accessible from the Sales Toolbox, the Sales Toolbox experience has been designed and optimized to boost efficiency for handling the key reasons customers visit a store. Smart Assistance for Efficiency Smart assistance helps CSRs and sales agents to perform better (solve problems faster and sell more) by providing real-time scripts that help to interact with customer. Care Toolbox To increase efficiency and cut costs of Customer Care operations, Care Toolbox provides a powerful tool experience that minimizes the need for unnecessary call transfers, reduces average handling times, and boosts first-pass resolution. The Care Toolbox is designed to improve business performance of the modern CSP in multiple ways. Supports Entire Customer Lifecycle The Care Toolbox acts as a customer service onestop shop covering all key services, subscriptions and equipment, sales and support tasks. Improves Customer Service KPIs & Cuts Costs Minimizes the need for call transfers, enables shorter calls and boosts first call resolutions in customer service. Drives Increased Sales Access to service and customer analytics encourages into cross- and up-sales for which functions are made easily available. Predictive, Personalized Customer Service Guides CSRs by utilizing customer information, history information and smart scripting for personalized service approach. Customer Experience Excellence Delivery of consistent, accurate and complete customer 360 view to operational customer touchpoints enables fast, high quality service. Integrates into Your Digital Ecosystem Enables exposing your customer data to trusted partners for expanded service and user experience portfolio building.

5 B2B Sales CRM The B2B Sales CRM is a comprehensive CRM and Sales Force Automation (SFA) solution supporting the sales pipeline management and customer relationship building for the enterprise customer sector. The efficiency for sales work comes from a fusion of powerful features. Ease-of-use designed with high level of telecom domain expertise Integration to product catalogue for offer and order building Campaign and pipeline management including acquisition, retention, cross-sell and upsale Productivity features such as calendar integration and personal dashboards Sales Force Automation: calendar management, sales teams, customer segments, territories, business interactions, support for sales project management, visibility with dashboards and KPIs Channel Management Capabilities To power smart and efficient customer journeys and employee experiences for CSPs, the Qvantel Digital Channels solution includes a set of powerful products for providing intelligence and common management functions for the channels. Case Management Seamlessly available tool for timely and effective problem resolution across teams for best possible customer experience. Knowledge Management Provides users with easy-to-use tools to create, manage, and publish knowledge efficiently. Transactional Document Management System Solution for creating, handling and managing documents such as bills, invoices, contracts according to CSP business processes. Content Management A flexible tool for building, editing and targeting rich customer experience content for digital channels like eshop, ecare and mobile apps. Predictive Customer Service Allows dynamic customer journey personalization, optimization and decisions based on customer data and configurable business rules. Credit Decision Tool A configurable credit scoring decision engine which enables automated, high-speed, high-quality credit decisions and customer screenings. Eligibility Engine A configurable rule engine framework which enables automated, high-speed, high-quality business decisions for channel applications.

6 Why Qvantel Digital Channels? The Qvantel Digital Channels solution drives digitalization with empowering customer experiences and creates a new level of business efficiency. Excellence in Digital Customer Engagement Is Built on the Following Pillars Automated intelligence powering predictive, enriching experiences Excellence in simplifying and enriching customer journeys for telecom needs Insightful concept designs that blend sales and care for Digital Life and Business Cost and Business Efficiency via Digitalization Simplified fusion of sales and care self-services for managing Digital Life Smart, predictive personalization for higher level of automation and upsell Powerful assisted care tools for first-call resolution increase and reduction of Average Handling Time (AHT) Fast Time to Market for New Services Catalog driven business for fast rollout of services to all digital channels Intuitive Sales and Care tools with built-in knowledge base for rapid sales start Relationship-Centric Design Builds Loyalty Personalized experience and offerings stemming from understanding the customer Designed for enlightening and fast experience expected in the digital era Relationship centric Omni-channel experience via web, mobile, and in stores Maximized New Sales Simplified, intelligent journeys maximize sales conversion Targeted, personalized offerings drive new revenue Catalogue model for efficient multiplay with mobile, fixed and cloud services About Qvantel Qvantel is a pioneer in the field of BSS with over 20 years of experience in digital solutions for Communication Service Providers (CSPs). We help CSPs with successful digital transformations to maximize their business efficiency, provide exceptional customer experience, and reduce operational costs with results of up to 80% reductions in BSS OPEX. Our service and software offerings accommodate multiple paths to digitalization: Qvantel Digital BSS as a Service Qvantel Digital Channels Qvantel Digital BSS Core Qvantel Digital Accelerator Qvantel is a privately held company with over 1000 employees in offices across Finland, Colombia, Estonia, India, Italy, Singapore, Spain, Sweden, Ukraine, and USA. For more information on Qvantel and its products and services please visit or to marketing@qvantel.com 2018 Qvantel