With industry trends such as renewed focus on growth, rapid evolution of IP and data services, and fierce competition, communications service providers (CSPs) are increasingly focused on improving customer-centricity, launching bundled services, and reducing operational costs. Customer-focused communications and media companies need to create a superior customer experience, increase sales, and boost customer loyalty. Revenue must be grown by selling targeted, intelligent offers while costs must be reduced by streamlining and automating business processes.
These concerns are prominent in the area of customer order management, and to address them, companies must be able to
- Capture and validate convergent orders
- Create convergent bundles and promotions quickly and efficiently
- Identify, up-sell, and cross-sell the right product to the right customer at the right price
The implementation of these business requirements, however, has been challenging, due to the sheer complexity of order management business processes, the multitude of BSS/OSS systems in which product and pricing data resides, and lack of a compelling solution in the marketplace to address customer order management effectively.
The Siebel customer-facing solutions for CRM, business intelligence, and customer data integration enable effective interactions across all customer touchpoints. Built in partnership with leading communications and media companies, Siebel Communications embodies best practices for streamlining the business processes involved.
Tools for monitoring and analyzing order accuracy, processing time, and pricing are provided through seamless integration with Siebel Business Analytics. There are a broad set of integration options including
- standards-based Universal Application Network and
- Web services
to seamlessly integrate the Siebel Communications solution with BSS/OSS.