Key Value Propositions
At Soft-ex, we assist Digital Service Providers (DSPs) to enhance customer experience, reduce billing and customer care costs with our B2B & B2C interactive billing communications solutions. For UC providers and their enterprise clients, we deliver innovative UC Analytics solutions to optimize infrastructure, performance and costs for collaboration.
Our solutions deliver tangible results by consolidating and leveraging existing billing (CSG, Amdocs, Netcracker etc.) and UC platforms (Microsoft Teams, Cisco HCS/WebexCalling, Zoom, Mitel, Avaya etc.). As an approved technical partner with UC market leaders, we also bring differentiated value-add to SBC’s resellers in response to established demand from Enterprise clients.
Whether you are implementing new systems or replacing them, we seamlessly integrate with everything to deliver that all important touchpoint of billing communication to your customers and collaboration analytics. Customers can view and analyze their bills, report on infrastructure, costs and performance online via our advanced self-serve UX (User Experience) portal 24/7.
Interactive Bill Presentment
Customers like to feel that you care about them and their business and so if you can personalize and simplify the whole billing experience, it will make customers more loyal and less likely to churn. Remember it costs a lot more to win a new customer than to hold onto an existing customer.
Soft-ex provides an advanced user experience interface which enables the DSP to provide unified visibility on one or multiple bills via a fully transparent and easy to navigate portal. Soft-ex assists DSPs & UC Providers to optimize customer online engagement and enhance the customer experience with personalized billing, while delivering significant savings and efficiencies in billing costs and customer care.
Advanced Unified Comms Analytics
The new norm of how we work and communicate has put significant focus for UC providers on more effective self-serve analytics in order to enhance online collaboration and ensure customer retention and compliance. The requirement has become even more important as UC providers seek to offer a ‘single pane of glass’ transparency to their enterprise clients. In addition, scaling the UC landscape and delivering collaboration insight for optimising infrastructure and business performance has become critical. Effective management of capacities and inventories, while ramping up other areas to facilitate remote working, emphasises the need to automate compliance and UC adoption reporting. Given the new era in which we find ourselves, there is also increased focus on dashboard design and navigation for effective analytics on all platforms and modalities.
The configurable solution integrates with Microsoft Teams, Cisco HCS/WebexCalling, Zoom, Mitel, & Avaya to deliver granular visibility and insight on performance, infrastructure and costs. You can also report on UC user adoption and analyse key performance indicators such as voice, video, voice messaging, gateway utilisation, desktop sharing and conferencing. We can even use our platform to deliver notifications and observations based on usage and preferences.
Subscriber Data Intelligence
Telcos themselves also need agile intelligence on their customer base. For years robust CRM & BI systems have existed in the DSPs infrastructure, but getting the customer data as and when the telco management or account team need it, has always been a challenge. With Subscriber Data Intelligence from Soft-ex, DSPs will be able to better engage with their customers to offer new and customized services to each of their customers.
Furthermore the Sales & Marketing teams of the DSPs will be better positioned to understand the customers’ needs and be more proactive in terms of optimizing service offerings, especially in the run up to contract renewals.
Benefits
Soft-ex deliver benefits to DSPs and their b2b/b2c clients & to UC Providers of Hosted Voice and their enterprise/public sector clients, tailored to optimize the customer billing experience and UC collaboration
B2C & B2B Interactive Billing
B2C eBilling is much more simplified compared to the complexities of B2B data feeds and analytics. Key here is to present a simple, easy to navigate portal, with all the relevant billing information at your finger-tips. Personalizing the billing experience with on boarding messages and notifications help avoid bill shock and reduce the number of calls to care centres.
When dealing with larger corporate and government accounts, DSPs need to offer 24/7 centralised visibility on billing but also need to be in a position to allow the enterprise to self-serve and carry out drill-down analytics and cost allocations on their expenditure. Soft-ex has widespread expertise in leveraging and consolidating complex and multiple billing platforms to facilitate detailed reporting across global organizations, right down to individual user level.
We also deliver targeted profiling and relevant banner advertising as part of the solution, to upsell and cross sell new services, which leads to increased customer loyalty and retention.
UC Analytics
From a UC collaboration perspective, our widget driven dashboard can show you relevant information such as active users per location and per modality and the level of experience by user, group or region. No matter how complex your organisation, our solutions can help pave the way for effective, productive and scalable collaboration to meet the future needs of doing business. Centralised visibility with extensive drill down on every aspect of UC costs, infrastructure and performance enables your organisation to see how effective your adoption of UC collaboration is. Monitoring of voice (including voice quality), identifying redundant devices or where infrastructure is in high demand (e.g. how devices are being used, by whom and where), just became a lot easier. We also provide analytics on conferencing usage and attendees.
The configurable solution integrates with Microsoft Teams, Cisco HCS/WebexCalling, Zoom, Mitel, & Avaya and multiple other UC platforms to deliver granular visibility and insight on performance, infrastructure and costs.
Benefits gained by the DSP & UC Provider
Consolidated eBilling
cost reductions in billing/customer care
Converged IoT Solution
Wireless, wireline, TV, Internet, and IP/PBX
Self-Service
Online engagement and customer care savings
Analytics
Across all UC platforms and modalities
Profiling & Banner Advertising
Usage & Preference based, enabling better targeting and upselling
Low touch Integration
low TCO Improved customer experience with increased retention
Benefits gained by the DSP & UC Provider's customers
Simple, easy to navigate portal
Centralized eBilling on all services
Personalized Notifications, Observations & Alerting
Bill shock reduction
Scheduled report delivery across all modalities
Cost Centre Allocation
Inventory and Device Analysis
Call load analytics and occupancy levels of teams, locations
"Approximately 80% of all calls to the DSP’s call centre relate to the bill. Our customers see reductions of up to 40% on these inbound calls, which makes for a significant cost saving"
RingMaster Call Management
Soft-ex also has a long-standing track-record for delivering Value-Add OnPrem to the Enterprise clients of DSPs around the globe. The latest RingMaster release offers a completely new and innovative user interface with a widget driven dashboard delivering enhanced analytics, navigation and user experience. The solution will deliver granular visibility and billing insight on performance, infrastructure and costs to enterprise and public sector customers of Soft-ex’s key channel partners such as BT, KPN, eir, & Capita.
RingMaster Version 6 integrates with all major UC platforms such as Cisco, Microsoft, Avaya, Broadsoft, Unify and Mitel. We deliver our applications to fit any business model for mobile, fixed, VoIP and data.
Key features include:
Performance Reporting
Hunt group/Ring group Reporting
Mobile Management
Infrastructure Reporting
Analysis & Reporting
Call Tagging
Drill-Down
Distributed Architecture
Want to learn more?
If you would like to learn more about our innovative solutions and how we can assist your company to reduce churn and increase customer loyalty, then simply contact us today to schedule a demonstration.
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