London, 21 March 2016: Telecom service providers need the tools to act at speed and realize their customer experience objectives within months, not years if they are to succeed in a rapidly changing business landscape, Intense Technologies’ VP Europe, Product and Marketing warned today.
Speaking in the wake of Mobile World Congress – where Intense Technologies held more than 30 meetings with current and prospective customers – Eduardo Silva said that companies should focus on capturing market share without making a huge investment.
“The ability to make fast and informed decisions about your own business practices is critical in today’s consumer-focused environment”, said Silva. “In order to deliver on customer demands, companies need to be able to not only access the big data around their experience, but act upon it. Taking action on the insights provided by Big Data can give your business a competitive advantage in an industry that is already swimming in data.”
According to Silva, data virtualization techniques such as Intense Technologies’ UniServe™ allow businesses to quickly work with what they know about customers and apply it to their customer business processes anywhere in their organization. In response to the rapidly expanding telecom markets, the platform also combines telecom providers’ technological estates with enhanced operational processes informed by big data.
“Providing a customer experience that meets the ever-changing demands of the consumer is a complex challenge that requires a multi-channel approach,” continued Silva. “In the case of service providers, the inherent inflexibility in their business processes used to mean that delivering change was a multi-year task. Often such companies are dealing with legacy systems within their own infrastructure, or have diverse sections within the business that struggle to collaborate effectively. Traditional digital transformation can take time, and your customers might not wait for it to happen.”
The UniServe platform has been in use in Africa and the Indian sub-continent for four years and has been recently utilized in Europe, where companies have generated significant savings by concentrating their investment in the areas identified.
Silva added: “The digital world is changing rapidly. The digitalization of services across the globe creates many opportunities and organizations need to adapt and experiment within timeframes that run in months as opposed to years. By collaborating with a provider that is capable of making your customer business processes more agile, companies can deliver an engaging multi-channel customer experience that boosts their brand’s value and revenues.”
A video of Eduardo Silva’s interview with Total Telecom TV can be viewed here: https://www.youtube.com/watch?v=xidwlIGl5WU.