Buzzient Social CRM for Telecoms, featuring integration with Oracle, Salesforce, Zendesk, NetSuite and other apps. Business drivers include social customer service, ARPU improvement, etc.
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
Top 10 Trends in CX-Customer Experience Transformation [Updated 2020]Mobinius Technologies
Technologies are developing at a very rapid rate, and their advancements depend largely upon the customer experience transformation. When the customers start giving their reviews on various products, brands know how to improve their performance so that the customers remain intact with their company. According to a source, around 40% of digital analytics will comprise of the user or customer experience.
https://www.mobinius.com/blogs/cx-customer-experience-transformation-trends
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...Ali Saghaeian
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
Top 10 Trends in CX-Customer Experience Transformation [Updated 2020]Mobinius Technologies
Technologies are developing at a very rapid rate, and their advancements depend largely upon the customer experience transformation. When the customers start giving their reviews on various products, brands know how to improve their performance so that the customers remain intact with their company. According to a source, around 40% of digital analytics will comprise of the user or customer experience.
https://www.mobinius.com/blogs/cx-customer-experience-transformation-trends
Achieving Engaging and Differentiated Digital Experiences for Better Business...IBM Digital Experience
To create an exceptional experience, you need a platform that is ambidextrous – to pay attention to both – customer centricity & flexibility, customer experience & employee experience.
The future of shopping with your mobile phoneresimpa
This is a presentation from a research programme looking at the future role of mobile phones in retail prepared for the Direct Marketing Association and Empirix
Next Generation Service Platforms for Multimedia and Value Added ServicesAli Saghaeian
Some of the topics covered in this slide deck:
VoLTE: A Catalyst for Transformation
VoLTE vs OTT Voice Call
Next Generation Wi-Fi Calling
Consumer Use Cases for VoWiFi
WebRTC value-added services and Telco use-cases
IMS Underpinning for Next-Gen Telco Services
Virtualization evolution and roadmap - the path to NFV
Bots are the future for intelligent customer service and support as new technologies that evolve on the mobile take center stage. Bots for answering questions, internal and external FAQs, service requests, service queries and completion status. Bots are also positioned for customer sales - communicating aspects of new products, sales and discounts and to drive growth in a non-intrusive manner.
Introduction to Mobile VAS and MultimediaAli Saghaeian
Please email me "saghaeian [at] gmail.com" for any request on Mobile VAS research, consulting and training.
This presentation includes topics such as:
Global Trend of Contents Usage
Operators need to focus on VAS
Voice VAS Classification
Key Drivers for Mobile Value Added Services
Key Challenges for Service Providers
Typical VAS Value Chain
Critical Factors for Successfully Launching New Services
Some Operators’ VAS Examples
Tufts Health: Creating a World Class Future User Experience PlatformProlifics
Speakers:
William Pappalardo, Tufts Health Plan
Tim Reilly, Prolifics
Abstract: In this session, you will learn why Tufts Health Plan chose IBM's Customer Experience Suite and Employee Experience Suite to replace their existing portal portfolio. Tufts Health Plan wanted to ensure they had a world class future looking user experience platform in place before modernizing and investing in new capabilities for their users. The session will detail how they subsequently planned and delivered an effective online experience using portal, web content management, forms, social solutions and more. The team will discuss their business priorities, technology selection, lessons learned, and what's up next in their roadmap.
Exploring Mobile Apps Categories and Successful Mobile VAS and Multimedia App...Ali Saghaeian
Some of the topics covered in this slide deck:
Successful Mobile VAS and Multimedia Applications
Different Mobile App Categories & Functions
Operators’ Mobile App Functions
Top APIs operators could implement
Case Study: Network API Platform
Making the most of enterprise apps
Pros and Cons for Providing Mobile Apps
Achieving Engaging and Differentiated Digital Experiences for Better Business...IBM Digital Experience
To create an exceptional experience, you need a platform that is ambidextrous – to pay attention to both – customer centricity & flexibility, customer experience & employee experience.
The future of shopping with your mobile phoneresimpa
This is a presentation from a research programme looking at the future role of mobile phones in retail prepared for the Direct Marketing Association and Empirix
Next Generation Service Platforms for Multimedia and Value Added ServicesAli Saghaeian
Some of the topics covered in this slide deck:
VoLTE: A Catalyst for Transformation
VoLTE vs OTT Voice Call
Next Generation Wi-Fi Calling
Consumer Use Cases for VoWiFi
WebRTC value-added services and Telco use-cases
IMS Underpinning for Next-Gen Telco Services
Virtualization evolution and roadmap - the path to NFV
Bots are the future for intelligent customer service and support as new technologies that evolve on the mobile take center stage. Bots for answering questions, internal and external FAQs, service requests, service queries and completion status. Bots are also positioned for customer sales - communicating aspects of new products, sales and discounts and to drive growth in a non-intrusive manner.
Introduction to Mobile VAS and MultimediaAli Saghaeian
Please email me "saghaeian [at] gmail.com" for any request on Mobile VAS research, consulting and training.
This presentation includes topics such as:
Global Trend of Contents Usage
Operators need to focus on VAS
Voice VAS Classification
Key Drivers for Mobile Value Added Services
Key Challenges for Service Providers
Typical VAS Value Chain
Critical Factors for Successfully Launching New Services
Some Operators’ VAS Examples
Tufts Health: Creating a World Class Future User Experience PlatformProlifics
Speakers:
William Pappalardo, Tufts Health Plan
Tim Reilly, Prolifics
Abstract: In this session, you will learn why Tufts Health Plan chose IBM's Customer Experience Suite and Employee Experience Suite to replace their existing portal portfolio. Tufts Health Plan wanted to ensure they had a world class future looking user experience platform in place before modernizing and investing in new capabilities for their users. The session will detail how they subsequently planned and delivered an effective online experience using portal, web content management, forms, social solutions and more. The team will discuss their business priorities, technology selection, lessons learned, and what's up next in their roadmap.
Exploring Mobile Apps Categories and Successful Mobile VAS and Multimedia App...Ali Saghaeian
Some of the topics covered in this slide deck:
Successful Mobile VAS and Multimedia Applications
Different Mobile App Categories & Functions
Operators’ Mobile App Functions
Top APIs operators could implement
Case Study: Network API Platform
Making the most of enterprise apps
Pros and Cons for Providing Mobile Apps
Highlights from our 2021 Boundless Solutions Product Roadmap webinar include:
• Enhanced activity tracking with Motion 2.0
• Usability enhancements with an updated look & feel
• New features in the Mobile App 7.0 Upgrade
• And even a new module called Boundless Community™!
Guilty by Associations - Five Mistakes Associations Make While Developing The...Bridgeline Digital
Membership Engagement today begins and ends with an Association’s website. The Internet, more than any other medium, offers an extraordinary opportunity to increase membership and foster the existing community to improve retention rates. However, many Associations struggle to develop a digital strategy that properly employs the latest resources to enhance the value of their web presence.
IBM Social Business Journey and IBM Verse / cloud collaboration #MWLUG2015Ed Brill
IBM's transformation into a social business has produced real business outcomes and benefits for our clients. This presentation focuses on the #socbiz results and explores the why and how of IBM moving its own email and social collaboration to the cloud.
Are you looking for a way to create a more vibrant workplace community for your employees, partners, and customers? SLX is an online video community platform for the enterprise. In this presentation, you can learn more about SLX and how it can help you create more powerful workplace communities. Visit www.slx.com to learn more about SLX.
In the successful partnership between Idea Cellular and iProgrammer, mobile application development services took center stage. iProgrammer's strategic focus on crafting a native mobile app for Idea Cellular reshaped the telecom landscape, optimizing user engagement and customer service efficiency. Overcoming challenges like call volume spikes and store scalability limitations, the app provided seamless access to services, driving revenue growth and user satisfaction. With advanced technologies and robust backend systems, iProgrammer ensured uninterrupted functionality, boasting an impressive 99.6% uptime and attracting millions of daily active users.
For more information, Visit - https://www.iprogrammer.com/mobile-app-development-service/
Upsure is an amazing digital platform that empowers Insurance Companies, Banks, Brokers, Web Aggregators and customers in their sales and services journeys. It's a full stack solution that caters to ALL functions across the Policy Life Cycle- front end and back end.
Upsure is designed and developed by Insurance domain experts with impeccable work credentials in India, Asia, Europe and US.
Upsure is product, business line and geography agnostic- It's a simple to use, easy to install new age platform that helps insurance businesses reduce their operating costs by 30%, increase productivity by 2x and improve customer delight significantly
Nic Blair's (Brus Media) presentation at Mumbrella360Ruperta Daher
Curated and presented by bronze sponsor Brus Media, Nic Blair, Director at Brus Media, presented on Mobile App Growth Strategies: Pre-Launch Checklist & Strategies to Grow Your Active Users at Mumbrella360.
My pitch deck for a Homeland Security Fund, circa 2004. The objective was to bring early stage capital into the development of new technologies for homeland security and terrorism detection.
UNCLASSIFIED presentation of Buzzient social analytics use in monitoring of 2009 Iranian Election, Zynga Customer Engagement/Community Management Operations, and CRM Integration
Overlay of Buzzient Social CRM support for Siebel. Buzzient supports Siebel v7.8 through current versions, providing a social CRM solution for customers who haven't upgraded Siebel
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
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As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
Buzzient social crm for telecoms
1. We
Make
Customer
Engagement
Social
Timothy
B.
Jones,
CEO
tbj@buzzient.com
@tbjbuzzient
2. Social
Data
Creates
Problems
Enterprise
apps
are
blind
to
Social
Data
Enterprises
don’t
know
what
customers
are
saying,
to
them,
about
them,
or
to
1B+
prospec>ve
customers
Property
of
Buzzient,
Inc.
1
3. The
SoluDon:
Buzzient
Buzzient
makes
Social
Media
visible
and
opera.onal
to
exis>ng
customer
engagement
applica>ons
via
SaaS
subscrip>ons
Property
of
Buzzient,
Inc.
2
4. Buzzient
Social
Media
PlaHorm
Social Data Source Harvesting
Social Engagement Layer
Social Data in Enterprise Application
ecosystem for Loyalty, Sales and Service
Engagement Layer
Harvesting Layer
Property
of
Buzzient,
Inc.
Connect via Application APIs,
Buzzient Connectors and
Buzzient Open API
3
5. Buzzient
provides
the
ONLY
cloud
and
on-‐
premises
embedded
engagement
for
Social
CRM
Property
of
Buzzient,
Inc.
4
6. CompeDDve
Advantages
1. Buzzient
is
the
only
social
app
that
integrates
social
data
with
SaaS,
hybrid,
and
on-‐premises
applica>ons
2. Buzzient
EnterpriseTM
can
run
in
the
public
cloud,
private
cloud,
or
installed
on-‐premises
3. Buzzient
has
developed
proprietary
data
crawlers
so
third
par>es
like
GNIP,
DatasiR
are
not
required;
however
aggregators
can
be
included
as
data
sources
4. Buzzient
has
proprietary,
patented
technology
for
analyzing
social
media
sen>ment
5. Buzzient
deploys
an
API
for
rapid
development
of
integra>ons
with
new
enterprise
applica>ons
Property
of
Buzzient,
Inc.
5
7. Buzzient
Benefits
to
Telecoms
•
•
•
•
•
•
Reduc>on
of
Customer
Churn
Lower
cost
than
Social
Command
Centers
CPGA
(Cost
Per
Growth
Addi>on)
Reduc>on
Subscriber
growth
ARPU
increase
through
targeted
upsells
OEM
vendor
management
Property
of
Buzzient,
Inc.
6
8. Buzzient
Benefits
to
Telecoms
• Reduc>on
of
Customer
Churn
– Social
now
a
required
service
channel
– Ina[en>on
to
social
channel
in
service
=>
consumers
churn
off
to
compe.tors
Property
of
Buzzient,
Inc.
7
9. Buzzient
Benefits
to
Telecoms
• Lower
cost
than
Social
Command
Centers
–
24/7
coverage
w/o
addi>onal
headcount
– Automated
– Scalable
as
subscriber
base
grows
Property
of
Buzzient,
Inc.
8
10. Buzzient
Benefits
to
Telecoms
• CPGA
Reduc>on
– Social
channels
are
low
cost
customer
acquisi>on
means
– Same
Buzzient
applica>on
used
to
support
customers
can
be
leveraged
for
subscriber
recruitment
• Engagement
with
non-‐
subscribers
=>
recruitment
Property
of
Buzzient,
Inc.
9
11. Buzzient
Benefits
to
Telecoms
• Subscriber
Growth
– Given
the
MOU
on
social
channels,
a
prime
environment
for
subscriber
recruitment
• Embedded
Buzzient
Publisher
for
outbound
campaign
messaging
• Social-‐to-‐email
Integra>on
with
marke>ng
automa>on
apps
for
more
sophis>cated
campaigns
Property
of
Buzzient,
Inc.
10
12. Buzzient
Benefits
to
Telecoms
• ARPU
Increase
– Dell
has
proven
social
can
be
used
to
upsell
customers
(Dell
Outlet)
– New
data
plans,
features,
handsets
can
be
offered
through
social
channels
to
increase
ARPU
Property
of
Buzzient,
Inc.
11
13. Buzzient
Benefits
to
Telecoms
• OEM
Vendor
Management
– User
feedback
on
devices
can
drive
carriers’
retail
mix
as
well
as
revenue
subsidies
Property
of
Buzzient,
Inc.
12
15. Case
Study:
Social
Customer
Care
with
4G
Network
Rollout
Customer
Support;
Social
CRM
Integra.on
with
Oracle
CRM
On
Demand
The
Company
• YTL
Communica>ons
Leading
interna>onal
Telecommunica>ons
Service
Provider,
B2C
&
B2B
offerings
4G
marketplace.
• 4G
Rollout
in
Q3
‘10
Property
of
Buzzient,
Inc.
The
Challenges
The
Buzzient
SoluDon
• Monitoring
user
• Provided
a
way
to
monitor
feedback
comments
to
Facebook
and
Twi[er
improve
and
reinforce
reviews
in
real
>me
service
performance
• Buzzient
Sen>ment
Index
• Lower
customer
service
provides
line
of
business
costs
managers
yards>ck
social
• Customer
Service
customer
sa>sfac>on
Enhancements
• Can
respond
directly
to
• Sugges>ons
problem
posts
in
seconds
• Complaints
• Posi>ve
comments
• Priori>za>on
of
Service
Requests
The
Results
• Customer
Support
Sat
scores
up
32%
• Customer
AdopDon
4G
increased
20%
14
16. Case
Study:
Global
Telecommunica>ons
Customer
Support;
Social
CRM
Integra.on
with
Oracle
CRM
On
Demand
The
Company
• Na>onal
Service
Provider
of
triple-‐play
services
• Serves
rural
Midwest
and
southeast
• Specific
capabili>es
for
hearing-‐impaired
market
The
Challenges
• Monitoring
user
feedback
comments
to
improve
and
reinforce
service
performance
• Lower
customer
service
costs
• Priori>za>on
of
Service
Requests
Property
of
Buzzient,
Inc.
The
Buzzient
SoluDon
• Provided
a
way
to
monitor
Facebook
and
Twi[er
reviews
in
real
>me
• Buzzient
Sen>ment
Index
provides
line
of
business
managers
yards>ck
social
customer
sa>sfac>on
• Can
respond
directly
to
problem
posts
in
seconds
The
Results
• Rolling
out
new
service
layer
with
social
customer
care
included
15
17. We
Make
Customer
Engagement
Social
Timothy
B.
Jones,
CEO
tbj@buzzient.com
@tbjbuzzient