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| Globys Enhances its Customer Experience Suite Globys, a provider of customer experience solutions for the telecommunications market, announces the enhancement of its Customer Experience suite to enable more effective life cycle management by proactively engaging customers with relevant, one-to-one communications throughout their entire life cycle. By assuming a customer-centric approach toward life cycle management and leveraging the power of the data that operators already have along with unique contextual insights, the Globys solutions maximize the relevance of communications – whether information, alerts, offers, or content - to each customer. As a result, operators improve customer lifetime value, increasing overall customer revenues and loyalty while lowering cost to serve. The Globys solutions define a wide range of unique contexts, those that are billing and usage-related, those driven by customer interactions, behaviours, external events, time, location, etc., and apply them across a customer's entire lifecycle – whether consumer, small business, or enterprise. The ability to identify and target contexts is based on Globys' fifteen years of expertise in helping operators leverage their customer data assets to enhance the customer experience. What is unique about Globys' solutions is that they enable operators to leverage complex behavioural attributes and usage data to uncover more relevant life cycle-based contexts. This allows operators to target specific moments in time that are likely to impact a customer's future profit potential. For example, the solutions can take current usage and top up data for a prepaid subscriber and determine that they will run out of credit prior to expiry and thus be more receptive to a bonus top up offer after completing a call. Or that when a business subscriber's usage has dropped three consecutive months, an educational email designed to stimulate usage is the best action to take. Or that the best time to contact a post-paid subscriber with a loyalty reward to prevent churn is after a period of unusually high usage. Or that for a high value customer that has experienced five dropped calls in one week, a proactive SMS crediting the account for the dropped calls is best. In this case, a proactive alert not only pre-empts a call to Care but also increases customer loyalty. Globys is currently deploying its solutions to help service providers meet a variety of objectives including service plan optimization, bundle migration, usage stimulation, increasing cross-sales revenue, churn reduction, and channel optimization. write your comments about the article :: © 2011 Computing News :: home page |