Nuance’s “Beyond” Increases ARPU, Loyalty and Customer Satisfaction

Carriers today face a tough economic environment. Revenue growth is slowing, thanks to declining prices for voice minutes. Meanwhile, near saturation in subscriber penetration has made customer retention crucial. In order to grow the top line, carriers must sell more add-on services - such as text messaging or ring tones - and reduce customer turnover. To do this successfully, carriers need to create an excellent customer experience and match each subscriber with the right set of services.

Outstanding customer service is now a crucial ingredient for success. Contact centers are no longer a cost-saving operation. They represent the opportunity to generate new revenue, increase customer satisfaction and develop loyalty.

Nuance’s On-Demand Solution simplifies deployment and provides ongoing enhancements.

The Nuance on-demand, “Software-As-A-Service” approach offers many advantages in addition to lower setup costs. First and foremost, with Nuance’s 24x7 Network Operations Center, application performance is continuously monitored and managed to give customers a high-quality, uninterrupted service. Nuance regularly makes investments to upgrade the performance and scale the capacity of its On-Demand Service Delivery Platform.

Increase ARPU through 1:1 Relationship Marketing

Generating awareness and demand for an ever-widening array of products can no longer be left to inefficient, untargeted marketing vehicles such as bill inserts or retail store placards. Nuance’s Intelligent Offer Management System (IOM) delivers tailored marketing messages and product offers by tapping into existing information within your billing and CRM systems on customer demographics, as well as on individual usage and purchase patterns. IOM, in conjunction with Nuance’s multi-channel self-service applications, gives wireless marketing managers complete control to leverage the customer self-service experience as a marketing channel to increase ARPU and loyalty.

Nuance’s IOM-based campaigns can achieve attachment rates as high as 10 to 15 percent based on IOM’s ability to intelligently target the campaigns to appropriate user segments. And IOM also allows users who express interest in an offer to proceed with purchasing and provisioning the offered product, all within a seamless self-service interaction. This enables subscribers to begin using the desired new product immediately, allowing them to “get what they want—when they want it.”

With IOM, marketing managers are able to gauge the success of their campaigns in real-time via the Client Command Center, Nuance’s web-based reporting and analytics tool. This reporting mechanism enables each marketing manager to monitor key performance metrics, such as response rates, attachment rates and incremental revenue generated from a campaign, and as a consequence, make adjustments to offers on-the-fly for maximizing campaign effectiveness.

Sell More Services through a Multi-Channel Mobile Storefront

In the Care 2.0 world, the company that provides the most satisfying customer experience across all access points wins. Nuance’s multi-channel Mobile Storefront application provides a convenient, intuitive way for subscribers to learn about and purchase add-on products and services via speech, WAP, SMS or Web user interfaces.

The Beyond Client Command Center (C3) is a secure, Web-based extranet application that gives you everything you need to monitor and manage your system.

With C3, carriers have access to actionable, intuitive reports, including a customized dashboard, giving direct access to key performance metrics.