Bringing Customer Agility to Telecom 

Frictionless Selection and Management of Products and Services 

What is Customer Agility?

Customer agility describes how easy it is for customers to buy and use products or services. For example, cloud service providers feature a self-service portal that enables customers to select various services that are automatically configured, provisioned, integrated and then monitored for real-time usage and spend.

This kind of frictionless commerce isn’t easy for Communication Service Providers (CSPs) – their complex infrastructure with customized charging and BSS systems can make self-service clunky and unreliable for consumers, and nearly impossible for enterprises or partners. With COVID-19 accelerating customer expectations of an all-digital world, and cloud providers offering competitive telecom services, CSPs must rethink their approach to serving, satisfying and delighting customers.

Improving the Engagement Layer Is Not Enough

Transform Self-Service

Many CSPs have invested a lot to improve the engagement layer but competing against cloud services providers and other emerging players will require going much deeper.

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Seamless Customer Journeys

Especially for the enterprise, this requires an end-to-end connection between the engagement layer and core services, including purchasing and provisioning, as well as ongoing usage and spend information.

The Monetization Platform

Service providers must rethink their approach to customer engagement while evolving their core business toward more complex value-based commercial models that reflect content, context, SLAs and more.

A core component of this evolution is the monetization platform, which maintains the commercial logic connecting customer-facing engagement channels with network services. The platform must be extremely flexible and able to support the unpredictable mix of services and charging logic that will emerge and change in an increasingly dynamic market.

A modern monetization platform is key to evolving core business models.

O2 Telefónica: Customer Agility in Action

To deliver on its simpler, faster, better vision, O2 Telefónica required a flexible cloud native platform capable of supporting the exploration and execution of new monetization models for consumer, enterprise and IoT services. MATRIXX Digital Commerce is that platform.

The solution MATRIXX delivered for O2 Telefónica supports future digital services, running at web scale with the resilience to handle tomorrow’s challenges.

See the Telefónica Case Study

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