Epiphany Inc., a provider of CRM solutions for consumer-oriented businesses, said yesterday that telecom operator Orange France extended its Epiphany Interaction Advisor deployment to provide customized offers to its segment of prepaid Mobicarte subscribers.
Orange France previously implemented Epiphany for use with its post-paid customers.
Epiphany, San Mateo, CA, also said that Vodafone UK, a member of the world's largest mobile community, chose Epiphany Interaction Advisor to enhance relationships and increase the quality and relevancy of each interaction across its United Kingdom customer base of 15 million.
Users of prepaid phone cards such as Orange's Mobicarte regularly interact with their service providers to keep track of usage levels via interactive voice response or SMS systems. To build loyalty with this segment, Orange began a program to provide customers with targeted marketing offers during inbound interactions, both through its customer service center and via automated channels, which are Mobicarte customers' preferred access points to Orange France.
Based on customer data, Epiphany's solution can identify the most relevant offers to deliver to each customer during the interaction using a blend of business rules and real-time analytics.
Epiphany Interaction Advisor will provide Vodafone UK customer advisers in its call centers and retail stores with insights into any customer, such as current tariff and suitability, use trends in calls made and best tariff options to suit needs and lifestyle.
Vodafone UK customers will get a more personalized service. With Epiphany's real-time analytic capabilities, advisers will have up-to-the-minute data on all communication interactions across all touch points, allowing for offer duplication to be eradicated and the capability to anticipate the needs of customers. Epiphany Interaction Advisor combines business rules and real-time analytics to deliver the most relevant offer during an inbound interaction.
Melissa Campanelli covers postal news, CRM and database marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters