Create Consistent, Personalized Interactions Across All Customer and Partner Touchpoints
Netcracker Channel Management unifies all contact channels and optimizes the sales, ordering and customer management process by using a consistent and integrated data model. Customer interactions through contact center, retail shop, direct sales, self-service and E-commerce portals and mobile apps are tracked and managed, ensuring a consistent positive customer experience. Using an analytics-driven approach, each customer experience becomes personalized through context-driven, real-time offers and content delivered through the appropriate channel at the right time. User experiences are also simplified through streamlined procedures that allow customer service representatives (CSRs) and customers to use a single portal, enabling co-browsing and shared content review and engagement.
Channel Management supports traditional, cloud and virtualized digital services including XaaS, SD-WAN and security, allowing service providers to succeed in emerging markets and secure long-term revenue streams from internal and external partner-sourced services.
Channel Management Components
An integrated, analytics-driven engagement platform that empowers contact center agents with comprehensive subscriber information to enable faster and smarter interactions.
An integrated platform, which provides effective handling of all telco-specific in-store sales and care processes based on retailing best practices.
A dedicated platform that optimizes field sales operations for up-sell and cross-sell opportunities. Users get real-time information on customer and prospect interactions.
A self-care environment that allows customers to acquire, manage, review and pay for services, which helps to reduce contact center load, empowers the customer, improves the customer experience and ultimately increases ARPU.
Dedicated capabilities to deliver a consistent customer experience through any mobile environment. Users can activate and engage timely and relevant services, optimize service bundles and manage their accounts and billing through a platform optimized for the mobile user.
A digital service enablement portal that optimizes the delivery, monetization and payment of telecom and non-telecom services, unlocking new digital opportunities in cloud, Internet of Things (IoT), next-generation mobile, virtualization and over-the-top (OTT) services.
An intuitive shopping portal providing access to a rich ecosystem of pre-integrated digital partners that enables fast delivery, consumption, monetization, revenue sharing and settlement, coupled with flexible B2B2X business model support.