A leading TSP aimed to establish high standards of customer experience by providing consistent, personalized and interactive communications. From Onboarding, sending notifications of usage, billing information, to tracking of service requests, all communications were centralized through a single solution, the Engagement Hub built on UniServe™ NXT platform.

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The objectives:

• To generate notifications and alerts across business verticals which includes, pre-paid, postpaid, enterprise customers, payment bank account holders and small enterprises.
• To send timely communications to customers at their different Onboarding stages, for Usage, Recharge, Bill Generation, Bill Dispatch, Transactions and Different kinds of promotion.

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The Platform Advantage

• UniServe™ NXT platform based centralized alerts and notifications solution enables real-time alerts/notifications, to all stakeholders, based on specific events and user preference
• The Digital engagement solution built on the platform enabled the service provider maintain continuous engagement with their customers, resulting in improved brand image, increased loyalty, and reduced customer service costs.

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Value delivered

• The Customer Engagement Hub connects to all the existing customer response applications to provide a unified platform, proactively responding to customer's telecom usage and requests/queries
responses through SMS, Flash SMS, Email, and inter-application messages
• Multi-lingual communications can be sent to increase customer engagement
• Secured channels are used to send communications to a customer
• The Customer Engagement Solution helped the TSP send almost 500 million notifications in a day and processed 10,000 transactions per second.

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A few business benefits:

• The Digital engagement solution built on UniServe™ NXT platform enabled the service provider maintain continuous engagement with their customers, resulting in improved brand image, increased loyalty, and reduced customer service costs.
• Integrating with Alerts and Alarms for timely action if it exceeds expected response time
• Single GUI for multiple instances deployed across different environments helped process 500 million transactions

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UniServe™ NXT helps enterprises by unifying all customer communications applications across different departments, enabling intelligent communications.

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