Chinese Business Support Systems (BSS) solution provider, AsiaInfo this week launches a new real-time customer engagement and interaction engine - Veris Real-Time Intelligence (RTI) - for its Veris BSS product suite. Veris RTI provides operators the capability to offer relevant promotions and customer support in real-time in direct response to the individual context of each customer based on a wide variety of factors. Veris RTI is designed to aggregate and enrich real-time contextual information streamed from both the network and BSS event sources to increase customer engagement through a variety of channels.
According to AsiaInfo, the RTI engine combines Veris C3 with a new Customer Engagement Centre (CEC) which assimilates multiple data feeds to identify each customer’s context – such as the status of their billing account, current orders, recent contact with the operator’s call center or other channels, and also any activity on social media sites such as Twitter and Facebook.
AsiaInfo added that the RTI engine orchestrates an appropriate and immediate response to customer needs identified by interpreting information from multiple sources including billing, CRM systems, and the data network. It expands the existing capabilities of the Veris C³ contextual-awareness center, which enables operators to run real-time targeted campaigns based on the services customers are using on their smartphones.
Dr Andy Tiller, Vice President, Product Marketing, AsiaInfo
Veris RTI gives operators a fully rounded view of each customer’s context in real-time, enabling the operator to respond with the right help for each individual customer at exactly the right time and through the right channel.The speed of response capable of being delivered by the RTI engine is key to its success. If you are making an offer to a customer regarding a service top-up, it is vital that offer is delivered before the customer tops up anyway.
