Shift more customers into high-profit and high advocacy area

For enterprise growth and sustenance, we have no choice but to engage our customers and enhance customer experience
uniserve 3600 hub for customer experience:
We realize the need to know customers fully well to create a lasting experience at every touch point. uniserve 3600 communication hub lays the path to achieving that key competitive edge through a simple 4-step process. 1. Gain customer insights a. Understand customers through interactions at Point of sale, call centers, websites, social media and mobile devices. Speak their language a. Personalize your communications b. Design campaigns based on profiles Make communications interactive a. Engage customers in a dialogue across all channels of communication Allow comprehensive reporting and analytics a. Enable custom reports in custom-views b. Analyze bills in split and consolidated views

2.

3. 4.

uniserve 3600 communication hub is an all-encompassing solution that enables you to engage with them through consistent, personalized and clear communications across various channels. From ensuring multi-channel delivery of statements, payment alerts, and tracking and launching personalized campaigns, uniserve 3600 communication hub is designed to deliver superior customer experience.

Enhanced customer experience

Comprehensive self-care portal that enables online payments, complaints/ service requests registering and tracking, viewing historical data, representing consumption data in graphical formats and providing tools to analyze consumption data Real-time, targeted campaign management to enable consumer engagement. Campaigns can be measured to analyze consumer behavior. Efficient responses from CSR representatives on statement related queries Targeted messages through the self-care portal Consolidation of consumer statements across various types of services to enable single view of the consumer

Improved operational efficiencies

Dynamic generation of contract notes eliminating manual interventions Architectural uniqueness that separates content and design of the template to enable remote support On-demand generation of consumer transaction documents to eliminate redundant storage costs Real time campaign management functionality to generate revenue through up-sell and cross-sell opportunities Operations dashboard to track performance. Operators can track and display the status of the raised tickets from the consumers. POD tracking and bounced e-mail reports to ensure efficient document delivery

The result is a cross functional unified business process unification of consumer communication to B2B and B2C consumers.

Salient features

The architecture of uniserve 3600 communication hub is driven by the semantic grid computing and SOA which makes it robust and provides the flexibility of efficient vertical and horizontal scalability. uniserve 3600 communication hub is built on single framework and provides a unified platform for end-to-end consumer communication functionalities Powerful data quality tool is embedded within uniserve 3600 communication hub to enable efficient data profiling, parsing, standardization, and monitoring & enrichment functionalities. Rules engine support enables definition of business rules to ensure personalized and consistent communication through multiple channels of delivery The selfcare functionalities of uniserve 3600 communication hub provide exhaustive functionality of service management, order management and dispute management.

Copyright 2011 Intense Technologies Limited. All rights reserved. UniServeTM is an enterprise agility solution from Intense Technologies. uniserveTM was formerly known as iECCM. To know more about our solutions, visit www.intense.in, call +91 40 44558585 / 27849019 / 27844551 or e-mail rfi@intense.in.
Customer information may have changed since when this document was authored.