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Introduction

As business models in the telecom world have moved from single to multi-channel, a lot of complexity and manual processes have been added to the environment. Omni-channel is the answer to reduce the complexity and provide a streamlined process to deliver better CRM and significant savings to the business.

Omni-channel means delivering a consistent, accurate service to customers whether their enquiry starts in-store, online, over the phone, via email, social media or through an operator-branded self-help app. The purchasing channels become transparent - for example, a transaction could begin online and be completed in-store as part of a continuous process.

An omni-channel customer experience can only be fully achieved through a fundamental IT transformation to next generation CRM architectures. In the past, different channels often used different IT systems with different user interfaces, different workflow, and different data.

AsiaInfo’s SVT Architecture™ maintains a Single Version of the Truth; all channels share the same workflow and data, so for example a customer’s order and another’s trouble ticket can be started in one channel and completed in another. 

Customers expect an omni-channel experience, including social media channels.  Veris CRM's true omni-channel architecture not only supports traditional channels, but also enables social apps and other new channels to be connected to the same business process logic and data, thereby meeting the demands of today and preparing you for the future.

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Omni-channel Challenge

Ovum

'Our assessment of AsiaInfo’s CRM solution indicates that the technical solution delivers strong sales, marketing and customer service functionalities using its homegrown solutions.'  

Chantel Carey, Analyst