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Bringing Customer Agility to Telecom
Frictionless Selection and Management of Products and Services
What is Customer Agility?
Customer agility reflects the ease with which customers can purchase and utilize products or services. Take cloud service providers, for instance. Their self-service portals enable customers to select, configure, integrate, and monitor services for real-time usage and expenditure seamlessly.
However, such frictionless commerce often eludes Communication Service Providers (CSPs). Their intricate infrastructure, combined with customized charging and BSS systems, can make self-service inconsistent for consumers and highly challenging for enterprises or partners.
With the advent of COVID-19 amplifying customer expectations of a wholly digital world, and cloud providers offering competitive telecom services, it’s imperative for CSPs to reinvent their approach to customer service, satisfaction, and delight.”
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.
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 - Opportunities
