Vodafone has conducted a live demonstration of Omnichannel Experience Management solution in partnership with Huawei at the recent TM Forum in Nice, France.
The solution is based on an initiative from multiple organizations working closely towards APPEX - Adaptive, Predictive, Personalized, Experience excellence - to achieve the desired customer experience outcomes including prediction and personalization in real time across the entire customer journey over multiple channels.
This project aims to demonstrate the value of leveraging existing and new analytics capabilities to make channels more intelligent. It leverages powerful personalization capabilities based on stored and persistent customer information. Inference and decision capabilities and data integration from multiple operator systems including BSS, OSS, location, web and app touch point analysis and persona are analyzed to create automated real-time ‘next best’ actions towards customers, reducing cost and first contact resolution times.
Garikoitz Garcia, Enterprise Architect Customer Management, Vodafone
The APPEX Catalyst has definitely enriched Vodafone’s digital vision. It not only allowed us to prototype the creation of an Omnichannel eco-system by using distinct applications, but we learned from the overall process, which started by defining and prioritizing our business outcomes and ended up with the realization of the idea.
Rebecca Sendel, Senior Director, Customer Centricity Program in the TM Forum
The APPEX Omnichannel Catalyst is an outstanding collaborative effort to accelerate the process of meeting and exceeding customer expectations in a CSP environment, all while providing thought leadership in the industry.
