click over here Mobile Connect (MC) allows customers to signup on digital platforms without the use of anything other than a pin and possession of an active cell phone.
http://www.dramauk.co.uk/?arapyza=%D9%81%D9%88%D8%B1%D9%83%D8%B3-ecn&1ee=66 With username/id out of the way, the potential exists to bring millions of new users on digital platforms. This mass digital inclusion can mean more data customers for operators but we believe mobile connect done well can also put telcos ahead of the digital bigwigs by being first to new users with their digital services.
وسيط الخيارات الثنائية في الولايات المتحدة الأمريكية Everybody thinks digital identity is telecom’s native game. it’s kind of not. But consider that google and facebook not being locally verified and dependent on emails (fast changing but still true) makes digital identity available at telcos valuable assets for verifying visitors to websites and apps.
i was reading this Mobile connect promises to also provide a rich stream of attributes shared with partner service providers allowing collaboration between operators and service providers. So here is how we think Mobile connect will help build out future telecom networks.
Local service providers much prefer local telcos brands to together reach their customers. This gives them authenticity. Mobile connect onboarding increases reach and validates this authenticity.
Operators therefore need to provide an easy mechanism for their customers to interact with their local partner brands. But interactions as they take place on the operator services or partner apps for example should be tracked together to feed in meaningful messaging and campaign platforms for improved context and relevance
Telecom operators and service providers must find a way to share data about customer journeys through the MC interconnection. So upon visiting an app using mobile connect informs my operator and when i engage next time with the operator, some weightage of this interaction is built into our conversation.
Continue Servup, a startup looking to help telecom operators transform as digital service providers, provides a seamless analytics bridge to customer interactions as they take place in the context of both operators and service providers. we help service providers maximize their relationship with operators and vice versa. Talk to us about the future of customer journey data on the servup platform.
why not try here Now that Telecom operators see value in Omni channel experience, the question arises as to why it has taken them so long to realize this?
To begin with, Telecoms have always wanted to achieve Omnichannel capabilities. The efforts have largely been marred by delays and complexities brought on to them by technology that made up BSS/OSS layers.
For the past 10 years, Internet technologies especially in the social and ecommerce evolution, have proven to telecoms that alternative technologies exist to achieve a number of outcomes that are still fairly complex and hard to achieve in the telecom tech stack.
These are: customer information management, ordering, privacy, support via textual conversation, multiparty listening, notification and campaign based engagement
And it turns out that these domains are largely well funded in telcos with at least 10X the amount of investment and operational costs incurred compared with agile Internet companies.
But costs aside, the benefit of ‘always on’ relationships with the customers is the real Omnichannel experience which goes beyond integrating everything available in the old telecom backend and hoping to achieve similar results.
We know why telecoms are in a hurry to go Omni, and we know why they have been so late despite technological choices being available. Next, lets see what it takes beyond technology to achieve the ultimate goal of havingalways-on customers
A very potent phenomenon largely ignored by the telecom industry has been gaining traction as a great way for enterprises to roll out complex, well integrated internet of the future; Cross platform integrated cloud services. Today, a host of independent platforms talk to each other in the cloud and in real time bringing information to us in the right context.
I am not talking about Google. I am talking about a form embedded in a website that can capture information, transform it based on rules, trigger a CRM to get in touch with someone based on the inputs and then alert and schedule events in an app. And many other complex interdependent but now possible cross platform outcomes.
And going by current standards, this is pretty basic stuff. And this basic stuff is about to become pervasive and reset our expectation with technology and how it is used to engage with us. Always up to date and to the point.
So why are the telecoms not using such technologies to improve their Omni channel efforts? Well the explanation is simple:
1. Cloud technologies need to be embraced by telecoms and this requires a new look at the edge of the telecom networks for acceptance and integration. New effort, new trend takes longer.
2. Telecoms still believe that integrating and upgrading their existing backend stack is the key to Omni channel capability and this is where all of their focus seems to be right now
Imagine, how risky it is for operators to get it wrong this time around as the pace of OTT and Cloud picks up in the next few years.
At Servup we are staunch promoters of the minimum effort integration for enabling omni channel experience. we believe the time to go for omni channel experience is now. Before you wait for the old BSS to go away.
We believe Telecoms need to create a cloud based layer at the customer edge and integrate independently with it on needs basis to achieve a world class engagement capability.
Most selfcare efforts around the world have failed to achieve the requisite engagement to induce customers to stay or buy from telecoms. There is now a need to create smart platforms in the cloud that can boast of new technologies like GraphDB and machine learning to engage customers positively and improve responsiveness through automation.
The technologies are available but the approach needs to go beyond in-house establishments to best of breed engagement solutions that help improve the quality of data in CRMs and the behemoth Datawarehouses operators boast of.
At Servup we enable engagement through network effect, service brokerage, self care and notifications. A system of engagement that allows operators to get massive returns from brand value enhancements to customer care and new revenues streams. We provide ordering that helps IoT efforts materialize with simplicity and convenience for customers. All of this requires far fewer integration hooks and costs. Let us show you how here.
I welcome your comments on this conversation. Next, we will discuss the roadmaps that operators can develop to achieve Omnichannel experience right now.
Those familiar with Google play know we are in the age of intelligent cards acting as our guiding bots. The cards are everywhere these days; from notifications panels to app feeds and even wearables’ timelines.
Servup a startup specializing in digital service delivery for telecoms does a similar thing by taking the card metaphor to telecom services for engaging customers. All interactions between an operator and its customers can take place in the form of interactive card feeds allowing customers to stay in control and comfortably engage with their operators.
As user experience design begins to dominate the web, operators are learning the weakest link in their value chain maybe the archaic approach with which they reach out to their customers. Imagine in the age of Google Now, telcos sending an offer to engage with customer over SMS or email based on data collected over the past week..
To be fair, telcos have had a lot to deal with than just engagement over the past few years. Majority of the Capex over the past decade went into modernizing networks. A small percentage of the spend went into Service delivery platforms, Real time charging and some basic BSS modernization mainly to keep up with the network modernization rather than customer demand. In the same time period, customers were literally trained on facebook to use feed based information. The trend has turned on its head and telecom companies are rushing to improve their customer engagement platforms.
Consumers who say they would spend more money with their telecom operator if customer interaction channels were consistent, simple to use and more personalized
Consumers who believe the interaction process with their operator is too complex
Consumers prefer web self-service, mobile self-service or social media channels.
interactive service cards are a godsend when it comes to engaging customers online. Here are a few scenarios where these cards become useful.
registering to a loyalty program or an event
signing up for a scholarship program or a grant requiring credential verifications
subscribing or unsubscribing to a new service or simply a free trial
buying items from operators’ partners and paying through either the account or credit card
paying tuition fees and using partner promotions to discount services
Easy to create, and easy to use, the service card is the minimalistic approach for reaching out to customers and getting their attention by inspiring them to take action..expect them to be everywhere in the next 18 months.
Servup works to provide analytics and distribution technology for service cards using lightweight integration and standardization that helps operators take a leap into digital distribution.