Videotron has announced it is using ConceptWave’s Order Care suite to streamline the delivery of integrated communication services, including Internet, Telephony, Wireless and TV. The deployment has equipped Videotron with the ability to cost-effectively manage quotes, offers and orders from a common data repository and increased the contact experience for current and prospective customers.
Videotron is an integrated communications company engaged in cable television, interactive multimedia development, Internet access services, cable telephony and wireless telephone service.
When the company wanted to consolidate fulfillment and service processes, it chose to deploy ConceptWave’s (News - Alert) Order Care suite for a consolidated ordering platform. Following the implementation, Videotron is able to manage all products and services in a single exchange between subscribers and customer service representatives.
Featuring a unique combination of Web-based order entry at the front-end and a sophisticated product catalog and order management engine, the ConceptWave’s Order Care suite enables Videotron to model and fulfill all products and market offers from a single, tightly integrated system.
Videotron is now benefiting from reduced time-to-market for new products and offers and is also experiencing better customer satisfaction levels. The solution has successfully delivered an accurate and engaging order fulfillment experience for internal call center agents and their customers. In addition, the company also spends 50 percent less time on training as compared to the previous system.
Andre Gascon, vice president of 3G Wireless Technology for Videotron explained that ConceptWave knows how to transform commercial off-the-shelf (COTS) software technology into practical and usable solutions. Videotron is confident that ConceptWave will help them maintain a distinct competitive advantage.
Zarar Rana, president and CEO of ConceptWave Software said that communication service providers want to develop simplified, end-to-end order handling solutions and deliver new products and bundled services quickly and cost-effectively to address the challenges of converged service deliveries.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Stefania Viscusi