Customer Centricity

Service providers are under competitive pressure to increase customer satisfaction

Sponsored by: Etiya

Both consumers and enterprises have reduced tolerance to quality issues and are quick to change providers if their expectations and needs are not being met. Subscribers want to be able to control and personalize services from any device and expect their status information to be consistent and up-to-date and available seamlessly at every touch point: online, via a service representative, or in a retail store.

Meeting these needs is challenging for service providers because they have scattered systems that do not share customer and product data, so there is no end-to-end visibility or “single version of the truth”. Disconnects between product, customer, and sales information lead to inconsistent customer experiences and reduced quality of service. Since customer analytics are rarely applied, personal shopping or service experiences are not feasible.

Etiya Accelerates Profitability

Etiya’s innovative products and solutions provide end-to-end life cycle management for these processes: Etiya Accelerates Profitability

  • Sales and ordering process
  • Customer management process
  • Product management process

The portfolio provides 360°, consistent management of these processes by incorporating innovative catalog-driven, algorithm-driven, and autonomous learning techniques.

Artificial intelligence-based innovations include natural language processing and predictive and social media analytics.

Etiya enables service providers to benefit every day from:

  • Unified and consistent customer experience across all channels
  • Improved customer experience with full order visibility and expected completion time
  • Omni-Channel Digital Frontend that reduces call center load
  • Business- and customer-oriented insights to target and drive sales
  • Proactive, personalized recommendations to customers, in real-time, at the right time
  • Catalog-driven order fulfillment to speed new offers to market
  • Reduction in failed orders and manual processes

The result is increased loyalty, targeted sales, and streamlined, error-free processes. And so, accelerated profitability.

Etiya Product Portfolio

Etiya’s award-winning Business and Operations Support System (B/OSS) product portfolio focuses on accelerating time-to-market, reducing order-to-cash cycles, and increasing customer brand loyalty. Precisely what is needed for successful digital transformations, accelerating technology changes, and competitive advantage. Our fine-tuned, readily integrated products are tailored to Telco service providers and are the most complete catalog-driven B/OSS offers in the market, ready to exceed our clients’ expectations every day. Etiya’s innovative products provide end-to-end life cycle management for sales and ordering, customer management, and product management processes.

Service providers can efficiently manage the customer quote-to-cash process, eliminating errors while increasing customer value with personalized up-sell and cross-sell offers. From prospect to retirement, Etiya provides a 360-degree customer view to all sales channels and a consistent customer experience across devices and channels that is enriched with predictions and personalized recommendations driven by learning-based algorithms.

The product suite also provides tools for product developers to create, sell, and monetize innovative digital services from concept to retirement. Etiya is the only vendor bridging rule-based systems and autonomous learning, algorithm-driven applications. Artificial intelligence-based innovations include natural language processing, predictive and social media analytics. Etiya is a pioneer in applying social media analytics to customer experience management.

Etiya’s product portfolio includes these comprehensive catalog-driven and algorithm-driven software products:

  • Customer Relationship Management (CRM)
  • Product Catalog Management
  • Configure, Price, Quote (CPQ)
  • Order Management
  • Customer Service Management
  • Omni-Channel Digital Frontend
  • Billing Management

Etiya products can be applied to multiple domains, such as mobile, mobile broadband, IPTV, satellite TV, fixed line cloud, Ethernet, and IP-VPN

Our award-winning products follow open APIs and industry standards, providing agility to be ready for the future as service providers undergo digital transformations and virtualization. The products are modular and pre-integrated, requiring only configuration to meet specific customer requirements. The result is fast extension and easy integration to external systems and rapid, repeatable implementations. Our products have been successfully implemented and proven by Tier1 service providers. As required, the products make use of core capabilities of other Etiya products. For example, Etiya Configure, Price, Quote uses relevant functional components from Etiya Omni-Channel Digital Frontend, Etiya Product Catalog Management, and Etiya Order Management. The products can also be deployed independently and interface with other products, such as third-party product catalogs.

Etiya has been shaping the industry for many years through proactive standards contributions. Our products are industry-tested, industry-open, and future-proof. Etiya’s solutions have high levels of scalability, able to manage millions of orders per day and handle over 100 million subscribers and 400 million products. Our business processes and business entities are certified to the latest TM Forum standards, TM Forum Frameworx version 15, and achieved the highest number of conformant TM Forum Business Process Framework Level 3 Certifications of any vendor. Our products are developed using Java EE, SOA, BPMN, and open-source technologies. Deployment options include open source relational and NoSQL databases and JEE certified application servers, on cloud, on-premise, or hybrid.

Etiya Solution Portfolio Overview

Etiya solutions are customized packages that are tailored to meet individual service provider needs and environments. They efficiently mesh existing service provider systems and data with forward-looking capabilities to solve real-world problems. By combining innovative technologies with our consultants’ deep telecom knowledge and long-term experience we help service providers transform their businesses.

Etiya’s solution portfolio includes innovative technology components that are brought together to meet a specific customer’s needs. These include:

  • Artificial Intelligence-based Solutions
  • Natural Language Processing
  • Predictive Analytics
  • Data Analytics
  • Recommendation
  • Optimization
  • Social Media Analytics
  • Customer Experience Management

Etiya is the only vendor bridging rule-based systems and autonomous learning, algorithm-driven applications. Artificial intelligence-based innovations include natural language processing and predictive and social media analytics.

Etiya is a pioneer in applying social media analytics to customer experience management

As the only Independent Software Vendor with a comprehensive Business and Operations Support System (B/OSS) portfolio bridging CRM, catalog-driven order management, social media CRM, and big data analytics, Etiya has the proficiency and experience to develop and customize products to meet and exceed service provider needs.

Etiya has worked very closely with some of the most advanced and forward-thinking telecom operators in the world. Our development of individualized product solutions is based on real experience and enables operators to be efficient, agile, and reduce the time-to-market and limit dependencies on internal IT and inefficient legacy systems.

Artificial Intelligence-based Solutions

Artificial Intelligence (AI) is the future of automation, providing powerful new efficiencies at a massive scale. Etiya uses AI to provide business insights and streamline, e.g., customer services and support, agent-guided assistance, personalized marketing, and product bundling recommendations. These achieve targeted business outcomes and improved customer experience.Key to AI are Natural Language Processing and Predictive Analytics.

Data Analytics

With Etiya Data Analytics service providers gain knowledge about their customers that enables one-to-one marketing and uncovers new revenue opportunities. Through real-time recommendations, optimization, and social media analytics, the solution improves customer experience, customer care, and operational efficiency, and enhances the service provider’s competitive edge. The Data Analytics technologies implement data modeling, data capture, data cleaning, data enrichment, data processing, reporting and advanced analytical algorithms in the context of data analytics.

Customer Experience Management (CEM)

Etiya provides a unified contextual view to personalize interactions and engage customers. Product and offer recommendations can be based on customer behavior and emotions. In addition, customer service representatives can focus on the specific customer with a personalized, dynamic dashboard that results in an omni-channel customer experience.

Why Choose Etiya

Etiya is an industry pioneer and market leader. We provide the most complete catalog-driven B/OSS offer in the market and our innovative, agile products meet service provider needs. We are the only vendor bridging rule-based systems and autonomous learning algorithm-driven applications. Our award-winning products follow industry standards and open APIs, providing agility to be ready for the future as service providers undergo digital transformations and virtualization. The products are modular and pre-integrated, requiring only configuration to meet specific customer requirements. The result is fast extension and easy integration to external systems and rapid, repeatable implementations. Our products have been successfully implemented and proven in Tier1 service providers and have the scalability to handle millions of orders per day, serve over 100 million subscribers, and manage 400 million products.

Etiya provides end-to-end implementation capabilities ranging from consulting and comprehensive professional services to managed services. Our solutions are customized to meet individual service provider needs and environments. They combine innovative technologies with our consultants’ deep telecom knowledge and long-term experience. Etiya aims to exceed our clients’ expectations every day.



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    News content collected from leading sources around the world by key TM Forum staff.

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