Find out more about the Veris product family today Future-proof Omni-channel Customer Experience [email protected] or visit www.asiainfo.com/ProductsSoluons © AsiaInfo, All rights reserved. At a glance Veris CRM is a future proof telecom-focused CRM soluon that overcomes the shortcomings of exisng systems by providing a true omni-channel customer experience from any device and across any interaction channel, including social network services. Veris CRM is focused on customer experience and stands out in today’s telecom CRM market by providing: True omni-channel – however the customer chooses to interact with the operator, Veris CRM provides a seamless experience across both digital and physical channels, regardless of the device used. This not only improves the overall customer experience by providing a consistent and complementary interaction but also enables the operator to provide unified campaign and service launches across channels, improving operational efficiency. Single Customer View – as the number of interacon channels increases it becomes imperave that the same customer data is available to all agents whether dealing with a customer online or physically in-store. Veris CRM provides this single 360 view showing all customer interacons on an aggregated level across all channels, including social networks. Social Media integraon – tradionally, operators have used social media as a channel for markeng or to direct customer care issues to more tradional channels. For many customers, social media is the preferred method of communicaon for which operator on-boarding becomes a major enabler to an improved customer experience. Veris CRM provides out-of-the-box integraon with major social media sites enabling not only personalized markeng offers but also provides customers with an interacon channel of their choice. Flexible business process configuraon – Veris CRM includes a comprehensive library of Standard Operang Processes (SOPs) based on TM Forum’s eTOM model with extensions to incorpo- rate best pracce experience from hundreds of internaonal CRM projects. These processes can be customized to meet local requirements using a powerful, visual modeling tool which eliminates gaps between business process description and technical implementation. Veris CRM is a next generation CRM designed to optimize every customer’s experience through: Next generaon CRM enabling operators to provide joined-up selling, customer service and markeng campaigns across all channels in a consistent manner to ulmately improve customer sasfacon and brand loyalty A true omni-channel experience providing any channel, any device access capabilities Social network integration enabling customer interaction through favored social apps Single Customer View of all customer data for all agents irrespective of the channel Customer Merge functionality to aggregate prospect and customer data across disparate identification methods Customer Impersonation enabling agents to operate on-behalf of the customer to fulfill and end-to-end transaction Multi-tenant support allowing multiple opcos to provide a fully branded omni- channel customer experience A Single Version of the Truth (SVT Architecture™) enabling all channels to use the same business processes, logic and data Best practice, out-of-the-box Standard Operating Processes which can be customized using powerful, visual tools • • • • • • • •
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Find out more about the Veris product family today
Future-proof Omni-channel Customer Experience
[email protected] or visit www.asiainfo.com/ProductsSolutions© AsiaInfo, All rights reserved.
At a glanceVeris CRM is a future proof telecom-focused CRM solution that overcomes the shortcomings of existing systems by providing a true omni-channel customer experience from any device and across any interaction channel, including social network services.
Veris CRM is focused on customer experience and stands out in today’s telecom CRM market by providing:
True omni-channel – however the customer chooses to interact with the operator, Veris CRM provides a seamless experience across both digital and physical channels, regardless of the device used. This not only improves the overall customer experience by providing a consistent and complementary interaction but also enables the operator to provide unified campaign and service launches across channels, improving operational efficiency.
Single Customer View – as the number of interaction channels increases it becomes imperative that the same customer data is available to all agents whether dealing with a customer online or physically in-store. Veris CRM provides this single 360 view showing all customer interactions on an aggregated level across all channels, including social networks.
Social Media integration – traditionally, operators have used social media as a channel for marketing or to direct customer care issues to more traditional channels. For many customers, social media is the preferred method of communication for which operator on-boarding becomes a major enabler to an improved customer experience. Veris CRM provides out-of-the-box integration with major social media sites enabling not only personalized marketing offers but also provides customers with an interaction channel of their choice.
Flexible business process configuration – Veris CRM includes a comprehensive library of Standard Operating Processes (SOPs) based on TM Forum’s eTOM model with extensions to incorpo-rate best practice experience from hundreds of international CRM projects. These processes can be customized to meet local requirements using a powerful, visual modeling tool which eliminates gaps between business process description and technical implementation.
Veris CRM is a next generation CRM designed to optimize every customer’s experience through:
Next generation CRM enabling operators to provide joined-up selling, customer service and marketing campaigns across all channels in a consistent manner to ultimately improve customer satisfaction and brand loyalty
A true omni-channel experience providing any channel, any device access capabilities
Social network integration enabling customer interaction through favored social apps
Single Customer View of all customer data for all agents irrespective of the channel
Customer Merge functionality to aggregate prospect and customer data across disparate identification methods
Customer Impersonation enabling agents to operate on-behalf of the customer to fulfill and end-to-end transaction
Multi-tenant support allowing multiple opcos to provide a fully branded omni-channel customer experience
A Single Version of the Truth (SVT Architecture™) enabling all channels to use the same business processes, logic and data
Best practice, out-of-the-box Standard Operating Processes which can be customized using powerful, visual tools
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Veris CRM has evolved into a leading customer relationship and experience management platform architected to address the current and future needs of telecoms operators in providing their customers with a consistent and transparent experience across the ever-increasing richness of service and channel offerings.
Core capabilitiesVeris CRM has a series of built-in core capabilities including Customer Management, Order Capture, Customer Service, Customer Interaction Management, Campaign Management and omni-channel Access. Our Campaign Management module caters for campaign planning, approval management, campaign execution and closing the loop - the campaign evaluation process. Veris CRM’s Order Capture module comprehensively addresses the order management process through order capture, order feasibility check, order change management and order tracking and monitoring capabilities. The Customer Interaction Modules ensures that all multi-channel customer interactions are recorded and available to agents through a single aggregated view. The Customer Management module provides this 360° view of the customer, allowing comprehensive customer profile and lifecycle management across all access channels, including Social Media. Customer Service supports the end-to-end process of handling cross-channel complaints or service requests, including the definition of issues to be addressed, related workflows, as well as the analysis needed to ensure a speedy and successful resolution.
Optional add-on capabilitiesVeris CRM not only meets the fundamental requirements of a telecom specific customer relationship management operation, but also provides a whole suite of optional and innovative add-on modules that were developed to enhance the core product and provide operators with additional benefits and strong competitive advantage. The suite of add-on modules is aimed at enhancing some critical processes around personalized campaigns, order management, resource management, loyalty management, sales management, dealer management and knowledge management.
Veris CRM core capabilities are also complemented by a Unified Product Catalog (UPC) that offers a unified product view, ability to personalize offers for individual customers, smart shopping
Veris CRM has been built from the ground up as a comprehensive, fully integrated, telecom-focused CRM suite. It incorporates pre-configured business processes, implementing best practice from hundreds of real-world deployments with large network operators offering converged fixed, mobile, internet and TV services.
cart features including the ability to offer purchase based discounts in real-time, a versatile product creation environment that greatly reduces time to market, and end-to-end product lifecycle management functionality. The UPC comes pre-integrated with Veris Billing and Veris CRM.
Veris CRM is part of the Veris™ product suite from AsiaInfo.
Core Components
Veris CRM provides a full suite of telco-optimized CRM capabilities, integrating best-practice and Standard Operating Processes to improve customer experience and reduce costs:
• Customer Management• Order Capture / Management• Customer Service• Campaign Management• Omni-Channel Access including Social
Media Integration• Customer Interaction Management• Customer Engagement Center• Sales Management• Contract Management• Resource Management• Loyalty Management• Partner Management• Knowledge Management• Unified Product Catalog
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