Monday, 26 June 2017

AsiaInfo gives operators the key to seamless CRM

AsiaInfo (UK) Limited
Thursday 26 February 15

AsiaInfo, China’s largest telecoms software and services company, today announced a revolutionary upgrade to its award-winning Veris™ BSS product suite which can help transform and streamline customer services and support for Communication Service Providers (CSPs). Version 7 of Veris CRM, the latest release within AsiaInfo’s Veris product suite…

AsiaInfo, China’s largest telecoms software and services company, today announced a revolutionary upgrade to its award-winning Veris™ BSS product suite which can help transform and streamline customer services and support for Communication Service Providers (CSPs).

Version 7 of Veris CRM, the latest release within AsiaInfo’s Veris product suite, is an enhanced Customer Relationship Management (CRM) tool that will, for the first time, deliver a true ‘omni-channel’ architecture for telecoms, helping CSPs provide fully integrated seamless customer support across multiple channels and different enquiry points.

With Veris CRM, operators can now deliver consistent, accurate service to customers whether they enquire in-store, online, over the phone, via email, social media or an operator-branded self-help app. For the customer, Veris CRM enables true ‘omni-channel’ capability. The purchasing channels become transparent, so a transaction could begin online and be completed in-store as a continuous process.

Independent research, carried out by respected telecommunications industry specialists Northstream Consulting, has highlighted potential operating expenditure savings of between two and five percent annually for the mobile operator community from the adoption of this omni-channel approach.

Announcing the new integrated solution, Dr Andy Tiller, VP product marketing for AsiaInfo, said: “Business and personal consumers today interact with their service provider companies in many ways – phone calls and emails are being replaced by Twitter, Facebook, and self-care tools in operator apps. Too often though, these different channels for customer service are not joined up at all – the systems do not link a Twitter username to a customer name for example. As a result, one customer might have multiple, unconnected profiles on the system.

“The flexibility of the Veris suite enables operators to add new channels with the confidence that the existing customer data and business process logic will be seamlessly adopted.”

Veris CRM collates and integrates customer information to ensure that an up-to-date single consolidated view of the customer is always available to all channels. This means that a customer raising a query or placing an order online would also simply be able to visit an operator’s retail store to ask for an update or to change or collect their order, with all their details readily available through all access points.

“Veris CRM helps operators to make the connections and deliver proper, joined-up integrated customer service,” said Dr Tiller. “It allows an operator to build a single view of a customer, recognize their services and requirements, and to track customer interactions whenever, wherever and however they connect.”


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