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AsiaInfo gives operators the key to seamless CRM

by david.nunes

AsiaInfo gives operators the key to seamless CRM

Arrival of true integrated sales, marketing and customer service across multiple channels provides seamless purchasing and relationship management Research shows Veris CRM could unlock five per cent OPEX savings

Beijing and London, 26th February 2015AsiaInfo, China’s largest telecoms software and services company, today announced a revolutionary upgrade to its award-winning Veris™ BSS product suite which can help transform and streamline customer services and support for Communication Service Providers (CSPs).

Version 7 of Veris CRM, the latest release within AsiaInfo’s Veris product suite, is an enhanced Customer Relationship Management (CRM) tool that will, for the first time, deliver a true ‘omni-channel’ architecture for telecoms, helping CSPs provide fully integrated seamless customer support across multiple channels and different enquiry points.

With Veris CRM, operators can now deliver consistent, accurate service to customers whether they enquire in-store, online, over the phone, via email, social media or an operator-branded self-help app. For the customer, Veris CRM enables true ‘omni-channel’ capability. The purchasing channels become transparent, so a transaction could begin online and be completed in-store as a continuous process.

Independent research, carried out by respected telecommunications industry specialists Northstream Consulting, has highlighted potential operating expenditure savings of between two and five percent annually for the mobile operator community from the adoption of this omni-channel approach.

Announcing the new integrated solution, Dr Andy Tiller, VP product marketing for AsiaInfo, said: “Business and personal consumers today interact with their service provider companies in many ways – phone calls and emails are being replaced by Twitter, Facebook, and self-care tools in operator apps. Too often though, these different channels for customer service are not joined up at all – the systems do not link a Twitter username to a customer name for example. As a result, one customer might have multiple, unconnected profiles on the system.

“The flexibility of the Veris suite enables operators to add new channels with the confidence that the existing customer data and business process logic will be seamlessly adopted.”

Veris CRM collates and integrates customer information to ensure that an up-to-date single consolidated view of the customer is always available to all channels. This means that a customer raising a query or placing an order online would also simply be able to visit an operator’s retail store to ask for an update or to change or collect their order, with all their details readily available through all access points.

“Veris CRM helps operators to make the connections and deliver proper, joined-up integrated customer service,” said Dr Tiller. “It allows an operator to build a single view of a customer, recognize their services and requirements, and to track customer interactions whenever, wherever and however they connect.”

About AsiaInfo, Inc.:
AsiaInfo, Inc. is a leading provider of internet-based systems and software to the telecommunications industry. Headquartered in Beijing, we employ more than 15,000 professionals worldwide.
AsiaInfo provides a full suite of business and operations support systems and professional services to solve the business challenges of the future. Through our innovative BSS/OSS, Big Data, and security software products, AsiaInfo is driving the transformation of the telecoms industry into the new Business Internet era.
Our core Veris™ product suite includes billing and customer care systems that serve nearly a billion subscribers globally, plus business intelligence, network management, network security, and OTT and cross-vertical collaboration solutions. Veris is the cornerstone of our growing ecosystem to support the transformation to the Business Internet.
Our customers work with us to converge large scale pre-and post-paid mobile operations; improve time to market for new products and services; and develop cost-effective new business models. In China we have more than 50% market share in Billing, CRM and Business Intelligence through our longstanding partnerships with China Mobile, China Unicom and China Telecom. We have deployed our BSS solutions with leading operators throughout Asia, and our expansion into Europe has already resulted in two major contracts with Telenor Group. For more information please visit www.asiainfo.com.

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