Comptel Share facebook twitter linkedin rss Company People Investors Sijoittajat Blog For the Media Support Locations You are here: Company » Comptel Approach » Comptel & Customer Experience Comptel & Customer Experience Creating Loyalty and Revenue through Close Customer Focus The quality of customer experience is increasingly recognized as the key to survival and success for communication service providers (CSPs). Getting a profitable return on broadband network investments depends on maximizing the length of customer contracts and convincing customers to buy additional services and content. This in turn depends on whether CSPs can offer customers what they want – reliable high speed services, efficiently delivered at a competitive price, and good customer care – in other words, a good customer experience. Improving Customer Experience Research has shown that subscribers are often willing to pay extra just for the right experience. In the age of the Internet though, subscribers expect a customer experience that is personalized, interactive and real-time. As a result, customer experience management can no longer be confined to creating a reliable network, deploying a CRM with self-care, or investing in a call-centre. Customer experience needs to move into the Operations Support System (OSS) layer which interacts with all of these systems. For CSPs, the OSS can provide the key to understanding and anticipating customer needs and delivering on these. A New Paradigm In order to deliver a customer experience that is truly personalized, interactive and real-time, a new OSS paradigm needs to emerge: detecting events, understanding them, making decisions about them, and taking action – in real time. This requires the OSS to become more real-time (decisions need to occur close to the trigger event), integrated (to ensure speed and resilience), and more intelligent (decisions need to be taken by systems, not humans). Better Customer Experience with Comptel Comptel’s solutions can help you to: Collect and combine operational data to create a complete picture of your customers’ behaviour Improve customer experience at critical points of interaction Provide meaningful information to customer facing staff Anticipate and pre-empt churn Maximize customer retention and revenue opportunities Upsell between products and services Improve brand image in the market Newsletter Latest News Comptel’s Share Repurchases Completed 19 November 2014 Comptel Has Won New Telefonica Group Customer in Costa Rica for Comptel EventLink 03 November 2014 Comptel Introduces Data Refinery Approach to Help Telcos Get More Value from Big Data Integration and Streaming 23 October 2014 Latest Events Comptel Comptel Approach Critical Alarm Prediction Comptel & Customer Experience Contextual Intelligence for Telecommunications Making Data Beautiful by Automating Customer Interactions Comptel Operational Intelligence for Mediation to Improve Real-time Decisions Analytics-driven mediation, policy control and charging Predictive and Automated Analytics Service Order Orchestration, Deployment and Launch Comptel & Long Term Evolution Comptel for Cloud Products Services Consulting Partners News Events Latest Articles Company Comptel Strategy and Values Customer Cases Comptel's Customers Customers in Americas Customers in Asia Pacific Customers in Europe Customers in Middle East and Africa Industry Awards Spirit of Comptel's Brand Comptel Environmental Program Comptel Approach Critical Alarm Prediction Comptel & Customer Experience Contextual Intelligence for Telecommunications Making Data Beautiful by Automating Customer Interactions Comptel Operational Intelligence for Mediation to Improve Real-time Decisions Analytics-driven mediation, policy control and charging Predictive and Automated Analytics Service Order Orchestration, Deployment and Launch Comptel & Long Term Evolution Comptel for Cloud Products Comptel Control & Charge Comptel Policy and Charging Control Comptel Charging Comptel Convergent Mediation Comptel Roaming Management Comptel Fulfillment Comptel Order Management Comptel Provisioning and Activation Comptel Service and Resource Inventory Comptel Social Links Comptel Catalog Comptel Number Management Services Managed Services Delivery Services Training Services Technical Support Services Consulting Partners List of Partners Become a Partner News In the News Archive In the news Events Comptel LOOP14 APAC Latest Articles People Comptel Culture Comptel as an Employer Registration Specification Code of Business Conduct Open Positions Open Application Form Board of Directors Executive Board Investors Investment Profile Comptel in 2 Minutes Business Enviroment Strategy Key Figures Financial Outlook Fact Sheet IR Calendar Archive Reports & Releases Annual Reports Interim Reports Stock Exchange Releases Press Releases Shares Share Options Flaggings Share Repurchases Governance Board of Directors Executive Board Annual General Meeting Insiders Articles of Association Corporate Governance Statement Analysts & Estimates Market Estimates Edison Investment Research Contact Privacy Terms of Use © Comptel Corporation 2011. 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