Consumer | Engagement Channels
Consumer Engagement ChannelsSelect partner for more info
Consumer | Engagement Channels
Bold360 by LogMeIn
AI Powered Customer Engagement Solution
Bold360 deliver a better customer experience. Its world-class chat software connects customers to your business over modern digital engagement channels including live chat, chatbots, messaging apps, and social media –all in over 40 languages.
Bold360 Artificial intelligence (AI) is changing the customer engagement game. Chatbots answer routine questions 24/7 and remove the mundane work from busy agents’ plates. Bold360 deflects simple problems from your contact center and makes agents more productive. The best outcomes happen when bots and human agents work together. Bold360’s bots stay busy in our agent workspace, monitoring conversations and retrieving information from integrated systems. Use the optimal combination of AI and human engagement so your customers get what they need the first time, every time.
And it doesn’t end there. Bold360’s Voices Dashboard and knowledge management system continuously capture key insights and let your customers tell you what they need without even asking them.
- Customer service:
• Deflect Call Volume
• Reduce Average Handle Time
• Increase CSAT/NPS
- Knowledge Management:
• Leverage single source of truth
• Make agents more productive
• Train and retain employees
- Online Conversion:
• Increase conversions and reduce abandonment
• Use sales teams more efficiently
• Create more sales opportunities
- Service Desk Automation
• Enable employee self-service
• Increase employee satisfaction
• Free up support teams
Holistic Chatbot Solution for Exceptional CX
Membit provides chatbot-using organizations with intelligent processes that are developed and managed by its professional team. The Membit team has the expertise needed to achieve outstanding results in the AI and NLP arena! With its omnichannel capabilities, Membit interfaces with a wide variety of user channel inputs – mobile, desktop,Facebook, WhatsApp and telephone. It processes the information, provides accurate, effective responses and executes tasks end-to-end. It then uses its hybrid intelligence to decide whether a conversation could benefit from human interaction, in this case the conversation is automatically, seamlessly and transparently escalated to a human agent.
Membit is unique in its high-level language understanding, holistic enterprise grade solution and swift Implementation cycle.
- Products and Services Sales – using conversational AI to guide consumers through the bewildering choice of product and service offers
- Service Inquiries – Whether it is activating plans, understanding data usage, doing top-ups, and paying off bills for individual subscribers, customers enjoy the assistance of conversational AI for support with wide range of account services
- Technical Support – Chatbots can assist customers with a technical support queries—no hold times, no extraneous question-and-answer. Keeping in mind that a majority of customer inquiries are similar, a bot can aid in all of those simple solutions. If a more difficult issue arises, the bot can seamlessly transfer the customer to a human representative for further assistance
Reduce operational costs – about 60% of the customers’ queries are handled by the bot, without any human interaction
Increase customer satisfaction – more than 80% of the users are satisfied from the bot assistance
Cheap 24/7 availability – providing Membit bot for customer support enables organization to offer 24/7 service in a low cost
AI driven customer journey platform – Achieve your business objectives by steering your customers to the right destinations
Roojoom’s AI based journey management platform reinvents how brands engage with each individual customer for optimal impact on business KPIs. Deployed by early adapters as AT&T and Comcast, Roojoom’s platform outperforms the standard playbook for customer engagement and replaces linear, segmented communications with personal journey management over time, highlighting relevant and most impactful journey objectives (calls to action, options, messages, information), thus making the most of your customers’ attention.
Marketeers are able to gain control over personal journeys by focusing on WHAT they want achieved – the business goals and journey objectives, while having out-of-the-box AI algorithms do the HOW – auto-drive personal journeys. Personal Journey AI engines invoked per customer, engage customers over time also by creating a unique personal website for every customer based on their data (non PII) and where they are in their journey.
Achieve your business objectives by steering your customers to the right destinations, with Roojoom.
- Service change
- Address change
- Care/support journey
- Service utilization
- Ups/cross sell
- New services education
Increase customer value (ARPU)
Call volume reduction
Digital customer communication incorporating interactive bills and notifications
Striata provides digital communication solutions that create exceptional customer experiences.
We replace boring bills that add no value to the customer, with highly interactive bills (iBills) designed to allow easy viewing of complex billing data and swift payment, using any device.
Our iBills include: payment integration, dispute functionality, drill-down viewing of complex data, consolidation of data from multiple data streams, integration with CRM and chat systems, and are designed for both mobile and PC.
- Interactive bill presentment and payment
- Secure, interactive digital documents
- Consolidation of separate bill streams (fixed, mobile, broadband) into one customer statement
- Automated transactional communications – e.g. reminders and payment notifications
Improve customer experience
Drive customer engagement
Increase in paperless adoption
Reduce communication costs
Get faster payments - 57% of consumers pay within the first week
Digital transformation of workspaces, retail and public areas, trade shows, visitor centers and more
As technology keeps evolving and digital takes more and more place in our everyday, we plan, create and execute full digital transformation of workspaces, retail and public areas, trade shows, visitor centers and more.
By developing a conceptual story, designing UX and UI, Realtime and offline content together with cutting edge technology and hardware, we create a full digital experience.
- Create a seamless, exciting and up to date consumer / user experience to your target audience
- Leverage your business by collecting more data, creating new platforms and media channels
- Remain competitive and up to date
- Enhance engagement with digital and social media
- Interactive applications for retail and public spaces
- From consulting to executing – `One stop shop` digital-physical agency
- Indoor and outdoor screens applications
- New media content production
Fast time to market with complete digital experience
Lead the marked with advanced digital experience
Better user experience
Humanize digital Interactions
INFI offers hyper-personalized Human recommendations based on individual personality traits, states and attitudes of the digital Customers, based on man-machine Interface
Understand and motivate users to make them feel empowered while increasing trust and affinity with customers.
These heightened interactions in turn build intimacy, familiarity and trust to promote loyalty and increasing conversion rate at key moments, cementing the ultimate brand-customer relationship.
- Humanizing the customer journey – Transform relationships and build brand loyalty through immersive experiences and hyper personalized communication.
- Defining customer segments based on personality traits and make personal recommendation based on the customer’s psychological needs and motivations.
- Fraud and risk assessment, psychological risk to identify customers who are most likely to fraudulent behavior or are unreliable in terms of commitments
Increase Loyalty and brand trust
Increase in conversion rates
Increase campaigns effectiveness
Social Media & Messaging Customer Service
Brand Embassy is an omnichannel cloud-based customer service platform providing widest scope integrated social media, messaging, live chat and AI-powered chatbot service. It offers a scalable and modular solution that’s easily integrated into existing infrastructure, improves agent productivity and deliver better customer experience across all major social media and messaging platforms.
- Connect All Channels – Deliver a simple, personalized experience in real-time with social customer service across all digital channels in one seamless workflow.
- Build Relationships – Engage with customers on their preferred channel to increase first contact resolution and create human connections at scale.
- Automated Routing and Tagging – analyze each interaction to automatically categorize and direct to the right agent
3x more cases resolved
2x faster response time
Increase digital channels adoption
Improve agent productivity
Enhance customer experience and satisfaction
SUPERLINK. Your client has plenty of options. Create the one that counts.
Croosing enables you to lead targeted audience from any external or internal channel to complete a personalized journey across your digital assets towards the desired outcome. Simply design scenarios (SUPERLINKS) to match your audience objectives and share them as a simple URL.
The SUPERLINK will auto-lead the customer through multiple web pages and domains, auto-focus their attention to the right content, communicate targeted messages and auto-assist them taking all required actions.
- Help desk – Stop telling your customers what to do, do it with them
- Process automation – Automating repetitive tasks in web-based systems
- Transformation – Easily and quickly create integrated streams across siloed domains
- Sales – Escort the client with a personalized tour in your virtual store
Increase self-service and digital channels adoption
Accelerate resolution of repetitive tickets
Improve employees’ productivity
Enhance customer experience and satisfaction
Improve web-sites conversion rates
Audio & video analytics solution for face-to-face meetings
Reveal labs is a powerful audio & video analytics solution for face-to-face meetings, helping organizations to improve customer experience, quality control, and sales training, resulting in increased ROI. Leading organizations invest millions in their digital engagement strategy, implementation and enhancement of their customer experience. Most are already capturing their customer’s digital interactions and provide analytics. In-branch or on the go Face to Face interactions, often the most important interactions, are not yet measured. With hundreds of millions of face-to-face interactions worldwide, the market is primed for a solution that improves Sales, QM, CX and compliance.
- Mobile app for reps on the go – Audio capturing embedded on a mobile/tablet app enables the rep to add information such as business data and action items to the recorded interaction. The interaction is automatically pushed to the back-end system and seamlessly integrates with all other interactions.
- Recording solution for in-branch meetings – a unique technology for recording in-person interactions. Using a desktop microphone & camera, face-to-face interaction are captured and analyzed, providing an in-depth look and smart search capabilities
Ramp up sales
Improve customer experience
Improve Quality Management
Stay in compliance
Win Your Last Mile CX
Lightico Last Mile Customer Experience (CX) Technology enables Telcos to accelerate sales and service requests to address business-critical CX gaps. While on a call, customers digitally sign documents, complete forms, share documents/ID, see images and videos and process payments securely. Automated self-service workflows on the website and IVR can also be enabled to do all of the above. Lightico’s solution streamlines company processes and improves customer experience in the critical Last Mile of customer journeys.
Lightico is integrated within Amdocs and other leading CRM vendors to reduce implementation time and increase channel efficiency.
• Simple and secure end-to-end contract management & signatures
• Real-time approval & T&C acceptance
• Instant document & ID collection
• Sharing of images and videos for marketing and support
• Simplified completion of e-Forms
• PCI compliant secured payment collection
• Reduce cost of compliance, preventing fraud and customer disputes
Significantly reduce agent handle time
Boost sales close rates
Increase first contact resolution (FCR) rates
Improve customer satisfaction (NPS)
Improve agent motivation & satisfaction
Mobile device lifecycle solution
mce provides Omni-channel device lifecycle products, solutions and services to mobile network operators, retailers, OEMs, supply chain and logistic centers.
mce’s Omni-channel solutions cover all customer touch points including retail, on-device app, web / kiosks, call centers and logistics centers. mce solutions are customizable and integrate to existing ecosystems and business flows.
mce helps transform services from a cost to revenue generation engine.
- Omni-Channel device lifecycle: Retail, on-device app, web, call-center solutions including:
- Mobile care – device Diagnostics, issue resolution and repair avoidance tools
- Content transfer
- Digital and IT: Design and build device aware omni-channel digital flows. Enhance customer flows (such as upgrade, trade-in) with connectivity and automation.
- Logistic centers: Line automation for volume processing of mobile devices and management tools
Customers Digital Adoption
NFF and Customer service cost
Trade-In volumes, optimize device value
Employee performance, knowledge and motivation
Mobix makes every employee a mobile care expert
Mobix is a fast, reliable and intuitive software tool that enables store staff to confidently provide cross platform mobile content transfer, device data wipe and mobile device diagnostics.
The product offering has been designed specifically around the idea of simplicity. Simple to acquire and even easier to use.
Mobix is a division of mce systems, a leader in Mobile Care Experience whose solutions are used by tier-1 operators, call centers and logistics facilities worldwide.
- Transfer – Migrate a user’s content to a new device, loaner device or backup and later restore once device is returned from repair
- Wipe – Remove a user’s confidential data when accepting a device for Repair, Trade or Return
- Diagnostics – Grade a device, identify SW and HW faults and resolve on the spot, in the store to avoid costly NFF rates
Increase NPS and CSAT
Decrease handling time
Decrease customer churn
Generate new revenue streams
Empowering non-technical staff
Boost trade-in / trade-up volumes
Reduce the number of unneeded (NTF) repairs
Automate your customers journey
Every day, people get lost in SaaS applications trying to do simple things, like changing their password, or updating their payment method. This frustrates users and leads to high customer support costs, and high churn.
To solve this, Simpo makes a product that understands what users want to do in the app, and, like a teleporting machine, instantly takes them to the right screen, scrolls down, and clicks for them.
This makes it very easy for users to get things done in SaaS applications, resulting in delighted customers and prosperous companies.
- Automatically and instantly navigate your users within your Platform
- Easily on-board your customers
- Learn about your user behavior and their needs
- Automatically scrape your knowledge base and FAQs
- Segment your users and set success goals to your department
Improve customer support volume
Increase activation rates
Delight your customers
PayKey puts the customer relationship and sales channels back into the hands of Telcos. With PayKey, Telcos can offer their customers the ability to initiate and complete a range of services, including credit top-up and transfer, balance check, promotions, chat bot engagement, and more, from within any mobile app, including all social and messaging applications. By providing a telecom branded button on the smartphone keyboard, PayKey takes all friction out of the user experience, and serves as the ultimate channel to drive new revenue growth, to deliver fully digital customer service, and to increase customer engagement and thus loyalty
From within the keyboard users are able to:
- Top Up Credit
- P2P Transfer
- Promotion Notification
- Mobile Content
Everything that is available within the app today can be brought into the keyboard
Increase customer engagement and loyalty
Increase conversion ratio, by streamline sales channels into one button
Strategic driver for market growth and increase retention of millenial users
Digital Transaction Management Platform
Reach innovative solution allows on-line, in-call or via self-service, to review, edit and sign documents. ID can be verified in parallel. This can be done as part of any type of sale related process. For example, it can allow remote, guided and authenticated digital signatures. This is done in a seamless easy to use way, on any device, using a combination of a live or recorded video, screen sharing and more. It saves time and resources & provides better service to customers by allowing better speed, simplicity of use, guidance and certainty.
Reach also gathers valuable insights and regulatory required auditing as part of the process.
- Know you customer/on-board new customer or business
- Deal signoff – offer acceptance & instant closing
- Self-service renewals and service modifications
Increase deal closing ratios
Reduce handling time and process abandonment
Eliminate need for physical encounters
Increase customer satisfaction
Reduce fraud and customer disputes
Motivation at Your Fingertips
Enerjoy’s innovative solution uses artificial intelligence and human psychology to understand employees’ behavior and characteristics. It automatically interacts with employees in multiple personalized modes, generates motivation, satisfaction, self-efficacy and helps lead them to peak performance, driven by the business goal. By providing unique challenges, adapted to each employee’s drives and abilities, while considering the business goals, the platform drives them to maximize their potential, increase their satisfaction, and help them perform better. All this is done automatically, in real time, with or without contact center management supervision.
- Boost agent motivation and performance using tailored personal gamified challenges
- Drive team performance, sustain the excitement of active participation in the long run
- Empower managers by providing visibility to employees’ drivers, performance analytics and recommendations
Boost contact center productivity in accordance with business goals
Increase employees’ satisfaction and motivation
Automated Web Accessibility Compliance
User1st is committed to making the web accessible to everyone. Our software solutions are designed to be simple yet powerful enough to meet the needs of a wide range of clients looking for 508 and ADA compliance—from small and growing enterprises to Fortune 500 companies, and everything in between.
Easy integration, intuitive design, continuous monitoring, user feedback capabilities, and regulatory compliance are just some of the reasons people partner with User1st to make their web properties accessible to everyone.
- Automated Testing – Detect accessibility violations through scheduled testing of user flows and static page analyses
- Codeless Remediation – Configure tailored accessibility accommodations for each of your end users through a simple, step-by-step wizard
- Continuous Monitoring – Ensure your site is always accessible through a centralized, continuous monitoring dashboard
Reduce accessibility accommodations costs
Quick implementation with no impact to site’s design or branding
Improved online customer experience
Reduced regulatory and accessibility lawsuit exposure
Secret Double Octopus
High resilience authentication without a single point of failure
One of the major challenges Telco’s and enterprises need to solve is how to keep their users data in a world of increasing man in the middle attacks, without damaging the end user experience and damaging productivity. Secret Double Octopus technology enable all that and more. It provides a phone-as-a-token authentication app, unique in its key-less security combined with one-tap ease of use. Together with powerful authentication server connecting to any network, cloud, application, or servers. The unique solution eliminate the need for corporate (Active Directory) password authentication, upgrading user experience while removing a major security risk. As corporate passwords take part in the vast majority of hacking based attacks, according to a Verizon survey the solution provides an unmet resilience with improved user experience. While meeting the end user expectation from new applications and services for seamless authentication.
- Service provider employee authentication
- Service provider customer authentication
- Authentication as a service B2B offering
Authentication resilience, and eliminates man in the middle attacks
Decrease the probability for weak or stolen passwords to be used in hacking-related cyber attacks (According to Verizon)
Simplifying path-to-purchase complexity, FAST
For service providers looking to remain relevant by optimizing their retail customer connections, Maplewave is the industry expert providing agile and easy to use end-to-end integrated solutions that are fast to implement.
- Powerful Retail Management System that cuts transaction times and improves CX
- Mobile POS with integrated pre-sales tool and queue module
- Inventory tracking module that cuts aged stock and frees up working capital – ensuring on-shelf availability is maximized
- Best-in-class Business Intelligence solutions that provides a unified view of the truth, taking the guesswork out of retail performance
ROI always delivered
Commerce Solution for Telecoms
NTS Retail’s commerce solution gives CSPs absolute control over their entire retail business, sales performance and omni-channel order fulfillment.
- Transform the telco store into an omni-channel world
- Empower sales associates to improve customer interaction
- Create a seamless customer journey
- Turn the telco store into a fulfillment center
- Enable offering of new digital services
Automated CSPs’ in-store processes
Time saved per transaction (~3 min)
Stock management costs
User mistakes and fraud
Digital Signage Solutions
Complete digital signage playback, distribution and content management platform. Full service in-store digital media solution providers, with more than 4,000 clients world-wide. YCD utilizes the principles of digital media that fueled the explosive growth of online advertising and ecommerce, and makes them accessible to brick-and-mortar retailers across multiple verticals. YCD enables either the business users or IT personnel to control every facet of the onsite digital media in real-time, from the ads and promotions serve in each store, to the desired customer experience. Control and management are enabled locally, remotely, or centrally.
- Video walls at any size or layout
- Centralized distribution of video content to the retail stores
- Integrated screen based customer experience solutions
Increase time in store and user engagement
Increase campaigns success rate and overall sales
Increase brand perception, loyalty and awareness
Increase overall retail experience satisfaction
Innovative micro-finance via mobile operator technology platform
Cash Credit is a tech-based non-banking financial institution, which enables Amdocs MFS to offer its customers an integrated wallet solution with a range of credit services which it can then offer to its clients, aligned with each strategy and specific market environment. Cash Credit uses an innovative, proprietary credit scoring approach to offer consumers rapid credit decisions, with convenient service and billing delivered by Amdocs.
- Credit Scoring via mobile for end customer and SOHO/SME segment
- Credit scoring algorithm to determine eligibility and underwriting of loan
- Micro-lending and loan management for end customer and SOHO/SME segment
- Cross-sell and upsell micro-finance capabilities
Cross-sell and upsell
Risk (Cash Credit bears the credit risk)
Real-time identity verification for mobile apps and mobile websites
SecuredTouch seamlessly collects and analyzes a dynamic set of over 100 different behavioral parameters to automatically form a unique ‘touch signature’. Each session is then continuously matched against the signature profile to verify the user’s identity in real-time. SecuredTouch’s mobile-optimized solutions require no on-boarding, they are easy to implement, and provide your security team full visibility into your app or mobile website suspicious activity at any given time.
- Accept more transactions on your self-service
- Enable risk based authentication
- Enhance user experience – Get rid of high friction security checks
- Detect human traffic vs. BOT
Call center costs
Manual reviews costs
Data-driven solutions for wireless retail stores
Statflo is a retail engagement program that activates staff during slow times, gamifies the sales experience and fosters a path to purchase through one-one-one clienteling. Their unique workflow drives more personal, localized conversations with high-value customers that result in an in-store appointment or purchase more than 20% of the time. Currently deployed into major technology retailers and the physical stores of a dozen Tier 1 wireless carriers (including their dealers).
- Tools to coach and reward staff who reduce churn, upsell customers or build relationships
- Turn idle time in retail into customer time – Uncover relevant opportunities when the day gets slow
- Data-driven promotions – Auto-assigns accounts for your local channel to manage, maximizing earning potential and building a loyal customer base
- Enables operators to launch OEM-sponsored, hyper-local campaigns
Gross profit per store
Retail management solutions
B2B Soft develops a retail management system and full point-of-sale platforms for the wireless retail market, worldwide. The platform is integrated with a number of Tier 1 carriers, in their wireless agent channel.
B2B Soft’s business management platform includes an intuitive Point-of Sale System with mPOS extension, commissions ar/ap tracking, performance management tools, direct marketing utilities, real-time web reporting & business intelligence suite. B2B Soft helps carrier clients expand their services and product offerings, and enable them to extend market boundaries through mobile retail, strategic communications, enhanced customer engagement, streamlined operations, and in-depth reporting.
- Registration and onboardin
- Global catalog, including phones and services
- Customized integrations
- Sales and activation data
- Inventory movement
- Sales, customers, activations, and executive/summary reporting
- Traffic counter
- Buy Back/Trade in
Visibility and control
Management software for retail and wholesale
MicroTelecom effectively monitors and automates any size retail or wholesale point, maximizing profits and enhancing efficiency. The system streamline all the business processes to promote a more effective and accurate sales and management team, modules include: Cellular POS software, Purchase orders, Back orders, Inventory Management, Activation Tracking, Commission Reconciliation, Employee Management, Remote Administration and much more.
- Invoice and order tracking
- Orders to invoice import
- Wholesale returns and RMA
- Warehouse inventory management
- Inventory batch price adjustment
- Integrate with any Shipping Software
- Inventory items/prices batch update
- Inventory Min/Max utility
- Inventory batch verification
- Inventory Reports, import & export
- Support wireless scanners & data collectors
- Print your own bar codes and labels
Automated Service Point
Cellomat is a completely automated, end-to-end service for smartphone repair, drop-off with on-the-spot replacement, online purchase pick up, upgrade, and recycling. The Cellomat ecosystem is comprised of a self-service app, self-service station, and value-added services.
Cellomat can be set up anywhere the footprint allows, whether in retails stores, mass transit stations, and anywhere else. It is available 24/7, enabling consumer engagement anywhere, anytime.
- Expand the SPs service portfolio with game-changing mobile device repair, upgrade, recycle services
- Have a presence where previously not possible
- Drive new revenue generation through additional volume of repair
- Deliver personalized customer engagement through automated self-service station
Customer service costs
Cost & time required to repair mobile device
Customer satisfaction and NPS
Decrease churn through game-changing service •
Brand engagement & Customer experience
MultiSense is an innovator in the multi-biometrics and advanced software solutions, providing enhanced, secured, user friendly innovative solutions for user identification using multi-biometric technologies.
MultiSense’s Technology provides 100% accurate identification. The unique technology allows creating the best solution by merging multiple biometric factors: face recognition, voice recognition, fingerprint signature, Geo Location and NFC technologies.
- Online login/transactions: As a replacement for permanent passwords for web login (all devices are supported).
- Call center: Pre‐processing of the user (with biometric verification) before reaching the agent.
Call duration with CSRs
Superior user experience
Customer Journey and Customer Experience Optimization
Q-nomy provides software solutions that help businesses optimize their physical store customer experiences, and seamlessly integrate those into the omnichannel customer journey.
Q-nomy’s Online Appointment Scheduling software lets businesses manage appointments and required resources in their contact centers and stores. It allows customers to schedule appointments online, via Web, mobile or kiosk applications, or by contacting agents through the call center, chat, and any other contact channel. Q-nomy’s customer-centric BPM manages the entire customer journey, including store visits and in-store customer flow, digital interactions, and more. Q-nomy’s customer engagement provides various means of communication, collecting data from customers, and sending customers updates and personalized information, before, during, and following their service interactions and store visits..
- Store appointment scheduling: providing digital self-service and agent-assisted channels for store appointments
- Omni-channel commerce: BOPIS (Buy Online Pickup In Store) and converting digital leads into store visits and sales
- Store visit management: Handling in-store customer flow, including check-in, skill-based routing, and queuing
- Call Center scheduling: enabling customers to schedule calls to a time that is convenient to them
Optimize workforce utilization
Business Logic Systems (BLS)
Digital Customer Loyalty Programs
BLS is a dedicated supplier of Enterprise Loyalty Program and Customer Value Management Software Solutions to the international Telecommunications market.
The Individual Customer Loyalty Platform, called i-CLP, is an end-to-end solution designed to provide the user with flexible settings and management of all aspects of a Loyalty Programme Ecosystem. Utilizing any available data sources, i-CLP can be integrated seamlessly with the BSS environment, and used to configure the business rules that contribute to points accumulation or milestone achievement
- Customer Data Management Technology -Technology platforms specifically for telcos, managing complex real-time and near-real-time data environments that enable forensic, Data-Driven Marketing.
- Advanced Provisioning & Communications Service Orchestration – BLS has developed a very powerful, multi-channel communication and provisioning capability that is proven to enable effective campaigning that generates incremental revenue.
Average Customer Lifetime
Generate Incremental Revenue
Net Promoter Score (NPS)
Drive Customer Acquisition
Promote convergence and take-up of new products and services
Know your customers
Adobe can help SPs bring together all of their data and content into a single place, so they can deliver the ideal experience to every customer, every time. Adobe Marketing Cloud is a complete set of marketing solutions available that gives everything needed to get deep insight into your customers, build personalized campaigns, and manage your content and assets.
- Amdocs and Adobe can help Telecommunications companies deliver more data-driven, personalized digital experiences to prospects and customers, increase chances of conversion, drive upsell opportunities, and increase customer satisfaction throughout the customer lifecycle
Rraffic from relevant website visitors
Ad spend efficiency
The Customer Service Platform built for Messaging Channels
Conversocial focus is to help brands deliver customer service over messaging channels, while improving brand efficiency and customer happiness. Conversocial provides the know-how and best-in-class technology, to empower contact center to fully embrace customer service on all messaging channels..
- Leverage social, digital and mobile messaging channels as part of an overall Customer Experience strategy
- Build authentic and human relationships with customers throughout the on-line journey
- Measure and report on social care ROI, agent SLAs, Resolution Rate, CSAT and more
Costs to serve
Handling time & First response time
Website guidance & engagement platform
Optimize and personalize the web user experience within any online platform by utilizing both audio and visual Walkthroughs.
Toonimo is providing site visitors with a concierge experience, intelligently guides users with a personalized and interactive video-like overlay that is delivered when needed.
- CUSTOMER SERVICE & SUPPORT – Provide personalized service and deliver an in-store experience across your digital channel
- MARKETERS -Drive user engagement and improve the customer journey with guided digital walkthroughs
- ONBOARDING & TRAINING – Improve user training and customer onboarding with interactive guided digital walkthroughs
- ACCESSIBILITY – Toonimo will increase the diversity of users who can use your platform. Toonimo allows users to receive information via hearing, seeing & reading
Self-service channels use
Increase customer satisfaction
Multi-channel customer interaction platform
BumpYard, together with Amdocs CRM platform, allows companies to extend their customer engagement channels to new channels and devices.
- Social channels: Facebook, YouTube, Twitter and Instagram
- Messaging services: WhatsApp, live chats
- Email and SMS
- Customer service App and Website contact forms
Representatives capacity is doubled
Digital Behavioral Analytics
Glassbox has a Record-Replay technology that enables you to understand how exactly your customers interact with your website and mobile apps. Glassbox captures all your customers’ activities on your digital channels: from mouse movements and mobile swipes or drags, to typed-in info and clicks, Glassbox shed light on those dark areas and can reconstruct the exact sessions your customers experienced while browsing your website or mobile app. Glassbox automatically indexes everything, including data, business and technical attributes of every customer activity and the content they see or interact with. It’s like peering over your custoemr shoulder and being able to optimise her digital journey.
- Digital Behavioral Analytics with ad hoc reporting
- Digital Customer Support Optimization – Co-browsing with your clients
- Digital Risk Management & Compliance – all interactions are recorded
Number of calls transferred to a 2nd line
Campaigns success rate
Centrical (formerly GameEffective)
Drive Organization ROI Through Employee Engagement
Centrical platform is based on next-generation gamification that goes beyond simplistic game mechanics: badges and points. Using rich game narratives – from sports to car racing, song contests and more – and matching game mechanics and flexible game rules with the needs of the enterprise. Centrical encourages on-the-job mastery through a progression of challenges, emphasizing a balanced approach to achieving your business KPIs. The platform ties into corporate objectives and performance goals, leaving lasting organizational change and improved communications.
- Advanced gamification – Connect your employees emotionally to work for a positive and productive culture of success
- Personalized microlearning – Provide employees with the knowledge they need when they need it. In bite-sized bursts
- Real-time performance management – Enable continuous performance tracking and feedback to increase employee effectiveness. At scale. Always
Customer service goals completion
3X more eLearning completion
Call center sales
Onboarding completion rate
CommuniTake Total Care provides multiple tool-sets to solve device diagnostic and repair issues. The essence of the approach is to shift as many queries to self-service channels as possible. If needed, support agents can enjoy efficient tools, helping them resolve device-related problems.
- On-device application for self-diagnosis and repair
- Complete remote mobile takeover by support agents
- Self-care between community members leveraging remote takeover
- Remote activation of resolution links embedded in a self-service portal
First call resolution
SW related tickets
APN errors solved by the users
Recommend the app to friends & family
Immediate Access to Knowledge
Lighthouse is an omni-channel platform helping organizations transform customer experience.
Messy, unstructured content is converted into actionable structured knowledge with out-of-the-box comparisons, instant answers and more meaning information is easily found, consumed and shared.
Using an intuitive semantic interface, the users – agents or customers directly – can interact with the system in natural language and receive the most relevant information quickly and easily with consistent accurate information across the organization.
- Desktop – knowledge solution design for contact centers, head offices and branches
- Mobile – A mobile application enabling a distributed workforce to quickly and easily access knowledge in the field and in stores
- Insight – Analytics module providing business insights from service and sales activities based on real-time data
Improve first call resolution
Quickly train expert agents
Instantly simplifies the online user experience
Think of it like a GPS, but instead of giving driving directions, WalkMe guides users every step of the way to successfully complete their online tasks. Use WalkMe to encourage self-service, accelerate training and software adoption, increase conversion rates, reduce customer service costs and improve the customer experience.
Implementing WalkMe does not require integration or changes to your website or software.
- Make Self-Service Attractive and Simple
- Increase Customer Experience & Loyalty
- Increase Revenue with Up-Sells & Cross-Sells
Picture based self-service support
Qelp is the global leader in online self-service software for smartphones.
QelpCare is an interactive image-based tutorial which integrates seamlessly and provides consistent self-service experience throughout all touch points of the customer’s journey. The clear step-by-step instructions are accessible on any device, so your customer can fix their issues on the go, while converting traffic from search engines and social networks.
- Helping customers outsmart technology
- Call center software to split conversations in half
- Your gut feeling is great, analytics is better!
Average handling time in call center
First contact resolution
No fault found returns
Repeat support calls
Customer satisfaction (NPS)
Digital customer self-service
Jacada’s Visual IVR provides inbound callers with a personalized and digital engagement platform, improving self-service and lowering call times. Jacada can also be used for outbound interactions to drive sales and other relevant use cases, such as: contextual guidance during a call which ensuring the agent always knows the next best action.
Jacada can leverage existing IVR projects and in no time provide a visual view of the IVR menus, operating with or without a native mobile app and allowing all callers to benefit from the rich digital medium.
- Engage Service Customers Across Channels – Reduce effort and delight customers with a digital first engagement
- Proactive Engagement – Increase conversions and reduce abandonment by proactively engaging site visitors
- Visual IVR – Improve the IVR experience by digitally and visually enabling your voice IVR
First contact resolution
Average handle time
Customer loyalty and reduced effort
Mobile Digital Engagement
CallVU offers an innovative Mobile Digital Engagement Platform enriching the voice channel with rich digital and interactive media. CallVU addresses the business need of diverting customers to digital self-service – reducing call volumes, ensuring a higher percentage of customers benefit from their digital content investment and enhancing the customer experience. By creating a new customer service channel for smartphone users, CallVU is able to deliver digital customer experiences that are more engaging and collaborative.
- Provides an intuitive self-service experience during the IVR phase (visual IVR) and live calls with agents
- Ensure fast and efficient resolution via collaborative calls with live agent
- Capture post-call customer sentiment and feedback
Migrate callers to digital self-service
First call resolution
Brand’s digital perception & loyalty
Send Data Over Ultrasonic Audio
LISNR is a high frequency, inaudible technology and a communication protocol that sends data over audio, enabling proximity data transmission, second-screen functionality, authentication and low-fi device to device connectivity on any device. With LISNR a new layer of audience engagement can be added, perfectly timed to create the most impact – targeted ads, personalized offers – on the viewer’s mobile device in real time.
- Identify TV viewer(s) to enrich customer profile
- Provide targeted ads\offers based on viewer profile
Customer profile enrichment
Customer engagement: content consumption and purchasing
Customer loyalty and brand stickiness
Share data with sound
Chirp uses sound to transfer information. Any device with a speaker or microphone can now send and receive data. Chirp’s award-winning technology can connect everything from mobile devices to POS systems, ATMs and toys. Even TV, web pages and radio broadcasts can send data to phones using Chirp technology. Chirp can also be used to identify who is currently around the TV set and promote personalized content and targeted offers.
- Identify TV viewer(s) to enrich customer profile
- Provide targeted ads\offers based on viewer profile
Customer profile enrichment
Customer engagement: content consumption and purchasing
Customer loyalty and brand stickiness