While convergence is the key trend, what challenges have op-erators faced
on the front?
Many service providers operate on multiple platforms to manage their
customers, price and bill, and to have a single product catalog management tool
to cater for their varied service offerings. These often pose challenges for
carriers to find ways to integrate their systems and solution for ser-vices
across platforms.
Operators now demand solutions that support convergent offerings, combining
voice, video, data, and advanced content for both the pre-paid and post-paid
payment methods with a holistic and comprehensive view of their customers,
products, and services.
What solutions do you offer to address the various industry issues?
We offer solutions that not only at-tempt to raise the operator's revenue
growth, but also reduce operating expenses. In the wake of increasing
competition, it is essential that in-cumbent operators adopt solutions that help
identify and retain the highest value subscribers by offering superior customer
services.
One such solution is Conver-gys Dynamic Decisioning Solution (CDDS), a
scalable solution that leverages the existing CRM, BSS, and OSS investments to
optimize the value and touch-points of every customer. It provides contextual
and personalized interactions for customer care, billing, and service delivery
personnel.
Could you describe your tie-up with TCS regarding delivery of solutions to
telecom companies?
We are providing services to BSNL in conjunction with TCS, which is the
prime contractor for the project. We will provide project management, business
requirement analysis, solu-tion definition, configuration, instal-lation,
testing, and data migration, as and when needed. In a recently signed multi-year
licensing, support, and maintenance contract with BSNL, Convergys' Infinys will
support the telecom major's 18 mn wireline sub-scribers across India.
How do you visualize the oppor-tunities in the Indian market? India is an
exciting market. Further boom is expected in not only the telecom industry, but
also in cable, and satellite services. Moreover, al-lotment of spectrum for 3G
services is set to bring in more opportunities. As operators mature, retention,
up-selling/cross-selling, and better and efficient customer relationship and
management will be the key focus areas. Whereas at the moment, In-dian operators
are more focused on customer acquisition.
kannan
kkannan@cybermedia.co.in
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