Ovum just published a whitepaper, “How to Engage with Subscribers to Increase Profitability.” In it, analyst Clare McCarthy states:
“The subscriber engagement process is the proactive outreach CSPs must use to establish a positive experience with their customer bases. It means using the most appropriate and effective channel(s) to deliver a specific message/experience to a user. Real-time subscriber engagement will help CSPs to gain value from the opportunities as they occur.
Effective digital transformations enable faster creation of services and offers, the monetization of data to exploit sales and marketing opportunities, and personalized sales and marketing campaigns. This will allow CSPs to reduce costs relating to subscriber retention and acquisition, but equally it can increase net promoter scores (NPS) and customer satisfaction (CSAT), overall revenues, and revenue and margin per user.”
Sandvine’s own subscriber engagement product, OutReach, is fully integrated with our PTS platform and other platform elements so that OutReach has the full context of the real-time subscriber experience available to it. It can trigger important personalized communications campaigns to address important issues like usage updates (in total, or by application), roaming charges, quality of service or security events, and many more.