CINCINNATI & TAMAVUA, Suva, Fiji Islands, Jul 14, 2010—Driving sustained customer loyalty requires a high level of agility, and Vodafone Fiji, part of the world’s leading mobile telecommunications company, Vodafone Group Plc, has found that flexibility with the Convergys Intelligent Loyalty Solution for Telecom.
Convergys Corporation, a global leader in relationship management, announced today that Vodafone Fiji will use the Intelligent Loyalty Solution, which is part of the Convergys Intelligent Interaction Solutions portfolio, to help improve retention and data management for its 750,000 subscribers.
Convergys Intelligent Loyalty is built on the Convergys Dynamic Decisioning Solution (DDS) platform. DDS is a highly scalable centralized policy management tool that can capture events, evaluate policies, and execute actions based on those policies. Vodafone Fiji was experiencing challenges in creating and launching effective pre-paid loyalty plans for its subscribers. With Intelligent Loyalty, Vodafone Fiji is able to track subscriber usage history, segment the subscriber base while creating predictive retention rules, send “opt-in” invitations to potential churners, and implement rewards in real-time. Rewards can include voice, SMS and data rating reductions, credit tokens, and class of service changes. The Convergys solution incorporates customer value as well as likelihood of churn to determine the offers that should be extended to each subscriber, thereby driving greater profitability for Vodafone and an improved customer experience for valuable subscribers.
Convergys Intelligent Loyalty Solution for Telecom will also work in tandem with Vodafone Fiji’s quality of service controller to offer dynamic bandwidth to subscribers. The Convergys solution helps Vodafone to allocate bandwidth based on the subscribers’ lifetime value churn likelihood and device bandwidth needs to ensure high levels of customer satisfaction. By dynamically allocating bandwidth, Vodafone Fiji is also able to smooth network demand peaks to minimize the cost of network build-out.
“Vodafone Fiji is passionate about delighting its subscribers,” said Pradeep Lal, Vodafone Fiji’s Chief Operating Officer. “With Convergys Intelligent Loyalty Solution, we can further satisfy our subscribers through personalized offers tailored to their specific needs and also ensure that all our subscribers have the bandwidth they require for work and personal use, all in real time.”
“Recent Convergys research indicates that 70% of consumers want service providers to contact subscribers proactively with special discounts and offers, and 56% of subscribers want providers to keep them informed about handset and service upgrades,” said Frank Sherlock, Convergys Senior Vice President, International. “With the Convergys Intelligent Loyalty Solution, Vodafone Fiji will have the tools it needs to make proactive, targeted, timely offers to its subscribers and ensure bandwidth availability for its high data content users. This informed subscriber focus will help Vodafone Fiji increase average revenue per user, while enhancing customer satisfaction and loyalty.”
Convergys has been helping companies optimize the value of their customer relationships for over 30 years. Its industry-leading technologies and services take advantage of this experience to provide solutions that balance customer satisfaction with cost reduction. Convergys offers a complete range of Intelligent Interaction Solutions including Intelligent Self-Service, Intelligent Notification, On-Demand Voice Authentication, along with Customer Analytics Services and award-winning Professional Services, to help clients reduce costs, increase revenue, and enhance the overall customer experience. Earlier this year, Billingchina, a leading provider of news and information on the billing and OSS industry in China and worldwide and publisher of Billing & OSS World, named Convergys Dynamic Decisioning Solution the “Outstanding Product” of the year for the second consecutive year.
About Vodafone Fiji
Vodafone Fiji Limited is part of Vodafone Group Plc, a leading mobile communications company with over 315 million proportionate customers worldwide. Vodafone Fiji, which is a partnership with Amalgamated Telecom Holding Fiji, provides mobile telecommunications services to over 750,000 Fiji customers. The global company has equity interests in 26 countries and partner networks in a further 33 countries, the largest global footprint.
About Convergys
Convergys Corporation is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.
Convergys has approximately 70,000 employees in 74 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
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