Telecom Self Service Application

The need

• Operators face following challenges :
• With cut throat competition, companies need to cut costs.
• Customer retention from communication service providers.
• Customer self-care voice portals.
• Customers prefer self-service via handset rather than an Interactive Voice Response system (IVR) or to a customer-care or in-store clerk.

Infozech’s Value proposition

Infozech has on offer off-the-shelf IVR based self-service applications to address the needs of the telecom industry. Integration with Cisco Voice Portal (CVP) has enabled Infozech to deliver enhanced customer care via personalization of services as per the individual needs and preferences of customers. The traditional IVR platform is no longer restricted to handling of customer enquiries but can also provide well-targeted promotional schemes to suit each customer segment.

• Infozech has an offer off-the-shelf IVR based self-service applications to address the needs of the telecom industry.
• Integration with Cisco Voice Portal (CVP) has enabled Infozech to deliver enhanced customer care via personalization of services.
• The traditional IVR platform no longer restricted to handling customer enquiries but can also provide well-targeted promotional schemes to suit each customer segment.
• The Infozech’s self service application suite enables a host of IVR features such as the following:

• Carrier-class platform
• IP-based call switching
• IP-based take-back and transfer (TNT)
• IP-based IVR services
• IP-based queuing

• The above set of features can be leveraged to allow the customers to:

• Modify / Add contact information to their existing account
• Change tariff plan / package and avail of newer features associated with it
• Obtain information on features, products, coverage area and technical support issues
• Request for Internet Banking PINs / passwords
• Recharge/Top up prepaid voucher by punching in payment details
• The pre-integrated IVR self-service application by Infozech brings a host of advantages and application areas for the telecom domain.
• Reduction in operational costs, deliver ARPU benefits and improve customer satisfaction.
• Win-Win situation for both – service providers as well as customers.
• IVR based self-care enables subscribers to receive personalized service they demand - at any time and from anywhere. Thus building service quality with customer, loyalty and increase traffic volume.
• Users can self-manage their wireless services via their handsets anytime, anywhere, making wireless convenient to buy, activate, change, and manage.
• The IVR based application entails automated activation and account management processes via the device thereby reducing call center and retail costs.