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Network Operators and Value Added Service Providers across 95 countries rely on APEX Service Delivery Platforms and Application Servers for SIP/IMS multi-media enhanced services, such as IVR, Network IVR, Video IVR, Outbound IVR, IVR Consolidation, CRBT, ITR, IUR, Third-Party Call Control, Web 2.0 and Telecom 2.0 value-added services. |
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IVR Solutions Documents
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| Text-Based Self-Service Customer Care |
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 Find Out What It Can Do For You! Today’s mobile Network Operators face a myriad of customer care challenges, including how to efficiently and cost-effectively address the needs of the low ARPU (average revenue per user) segment of their subscriber base. Typically, these include subscribers with little or no brand loyalty, and who often make purchasing decisions based on the lowest price. Although this segment is key to the overall success of Network Operators, the amount of time, effort and resources expended in caring for them should be in-line with their potential for revenue. However, this requires a delicate balance between automation and live agent interaction. The APEX Text-Based Self-Service Customer Care solution enables subscribers to interact with the Network Operator’s self-service system through texting. Based on the APEX Service Delivery Platform (APEX SDP™) and the OmniVox3D® Application Server, this solution enables subscribers to engage in automated, two-way “text conversations” with an APEX Virtual Agent (AVA), which closely mimics a live agent. By delivering personalized text-based information through a series of back-and-forth interactions between the subscriber and AVA, Network Operators can eliminate dropped calls and hold-times, while reducing operating, support and telephony costs.
By sending a predefined text message (e.g. “upgrade”, “help”, “promo”) to a specific short code, AVA replies by sending the appropriate automated text response based on a set of pre-defined levels of responses or business rules, enabling a two-way text conversation. This solution’s intelligent design allows it to reply to a text message that it does not recognize with a default message, such as the content of the main menu, and can also transfer the text conversation to a live agent if it determines it cannot address the need of the subscriber effectively. Alternatively, the user can request for a text conversation with a live agent by sending “agent”, “csr”, or some other predefined text.
Key Benefits of the APEX Text-Based Self-Service Customer Care solution include reduced operating expenses (OPEX) by reducing the need for live agents and IVR ports, enhanced loyalty by addressing subscriber needs in their preferred method of communication, and increased live agent productivity by enabling them to handle six to eight text subscribers simultaneously.
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IVR Consolidation, Interactive Text Response (ITR), and Interactive USSD Response (IUR) including Web 2.0 and Telecom 2.0 enhanced services. |
