ATG for the Telecommunications Industry
ATG's e-commerce engine and optimization services power the world's leading telecom companies, such as AT&T, BellSouth, British Telecom, DirecTV, France Telecom, Orange, Sprint-Nextel, T-Mobile, Verizon, Vodafone, and many others.
Challenges Ahead
As a Communication Service Provider (CSP), you are well-positioned to capitalize on a large and growing worldwide market for your products and services. But you also face significant challenges:
- Developed markets are saturated and emerging markets are price sensitive.
- Aggressive competition is continually introducing new devices, services, and bundles.
- Consumers are eager to take advantage of attractive offers while demanding high service levels.
- You must enhance ARPU and retain customers, while controlling sales and support costs.
To meet these challenges, you need to:
- Understand the full customer lifecycle, from a customer's first interaction with you through to purchase, on-going support, and follow-on sales.
- Coordinate multiple channels so that every time customers engage with you over the Web, phone, or store, they are treated in a consistent manner.
- Personalize the experience by presenting offers and services that are relevant to a customer's specific preferences, device, location, and service plan.
- Deliver online self-service that encourages consumers to manage routine transactions easily and accurately without an agent's assistance.
Our Approach
ATG can help you meet these challenges by delivering an engaging, intuitive, and productive customer experience with an e-commerce solution that provides rich functionality and proven reliability, focused on:
- Flexibility to accommodate new devices, deliver new services, and create attractive bundles in response to competitive actions.
- Support for the diverse requirements of a broad customer base including individual consumers, business, customers, pay-as-you-go buyers, and those on long-term plans.
- Adaptability to local conditions while at the same time maintaining consistency that spans all markets in which you do business.
- Complete customer view, integrating billing, CRM, contact center, and ERP systems.
Business Benefits
ATG's Telecommunications solution is proven to meet the challenges of a complex, evolving market. We have helped many of the world's most established and well known CSPs:
» Deliver a consistent experience throughout the entire customer lifecycle
ATG helps keep customer interactions consistent across multiple contact channels and throughout the entire marketing, sales, and service cycle. ATG drives every interaction from a centralized customer profile and interaction repository, so you can leverage what you know about your customers to ensure a satisfying and profitable relationship.
» Personalize the experience to meet customers' specific needs
ATG enables you to analyze customers' online behavior, gather demographic information, and leverage all available data to present the right offers to the right customers at exactly the right time. As a result, you deliver a targeted and personal experience, increase online revenue, and build customer satisfaction.
» Build a platform for creative up-selling, cross-selling, and bundling
ATG gives you the tools to easily manage your online catalogs, products, promotions, coupons, and special offers to turn shoppers into buyers and promote follow-on sales.
» Enable satisfying and complete self service
ATG's self service capabilities divert low-value customer service inquiries away from your agents and empower your customers to answer their own questions and complete their own online transactions without an agent's assistance.
» Adapt to local needs and global standards
ATG supports multiple brands, catalogs, currencies, and languages so that you can easily adapt offers to suit local conditions, while maintaining global consistency.
» Integrate with existing systems
ATG integrates easily into the existing IT infrastructure, including ERP, order/warehouse management, pricing, and CRM systems. Open architecture and robust development environment encourage extensions and customizations, and support industry standards and implementation processes such as SID and eTOM. ATG's combination of licensed software and on demand optimization services meet each CSP's specific needs.
» Gain proven reliability in a high traffic environment
ATG's performance is proven on many of the world's largest CSPs. ATG installations have supported over 10 million visits and over 100,000 completed orders per day, and over 300,000 cuncurrent users.
For more information about ATG's Telecommunications solution, download the
ATG in Telecommunications solution sheet pdf or contact us.
Case Studies
AT&T
As the largest wireless company in the United States, in 2006 AT&T
boasted over 61 million wireless subscribers to the nation's largest
digital voice and data network. But to stay on top in the fiercely
competitive wireless telecom market, no player can rest on its laurels.
Continuous innovation is a must. AT&T saw an opportunity to stand out
among its B2B customers, and gain market share with this segment. Using
ATG Commerce, AT&T rolled out more than 50,000 unique sites to serve
business customers - all managed centrally from the ATG platform. The
wireless carrier achieved a dramatic increase of nearly 100 percent
year-over-year in new customer additions and significantly reduced its
customer churn rate.
Neuf
As France's largest alternative provider of telecommunications and ISP services, Neuf offers a full suite of products, including Internet access, VoIP, TV over ADSL, and mobile telephony solutions. Neuf opted to deploy ATG's Click to Call (one of our e-commerce optimization services) on strategic pages throughout the online sales path. Prospects have the ability to speak directly with a call center agent if they have trouble completing a transaction online, and require additional assistance. As a result, the company has increased revenue by 10 percent.
