customer care services over ussd. this product has lead to around 30% downfall in calls related to...
TRANSCRIPT
Customer care services over USSD
This product has lead to around 30% downfall in calls related to customer care at call center leading to huge savings for operator
and increase in CSAT
Customer Care Service over USSD
• Just dial *111# is a service available on Vodafone (PAN India) it is a customer care information portal over USSD platform
• Its a menu-driven Customer care application over USSD for 100% GSM reach offering all real-time information like current balance, last recharges, deductions, best offers for user in native languages
• We have close to 10 million unique users per month benefiting from the service doing about 70 million transactions
User Benefits
• Free of cost to subscriber and cheapest to operator
• Regional language support (English, Hindi, Punjabi, Tamil, Gujarati ,Bengali, Telgu ,Kannada, Oriya )
• All real-time information access
• Single window approach for users
Technical details and Features
• It’s a in-house developed USSD Gateway along with a Unified Charging Interface connecting to NSN, Comverse, Ericsson IN’s
• Technology Platform: HP ML Series, Dialogic SIU, RHEL
• Hosting details: 1000 TPS solution hosted on career grade servers using effective IPC mechanisms
• Integration with all IN interfaces in real-time
• SOAP, CORBA, UCIP, ODBC, JDBC, HTTP(s) interfaces
• 24x7 onsite support team
Product Offerings
• For postpaid
– current outstanding – last bill– list of best offers for you– list of active services
• For prepaid
– current balance– last 3 recharge details– last 3 deduction details– last 3 call details
Project Unique Selling Proposition
• Project is unique in terms of technologies it applies to provide real-time and localized experience to end user.
• The biggest challenge was to fetch real-time information from IN for prepaid subscribers (the operator has 3 makes of IN)
– System implements CORBA,SOAP,UCIP interfaces along with ODBC APIs to fetch this information in real-time and then encodes it in user preferred local language.
– All the above happens in milliseconds for enhanced user experience.
• Project is self-sustainable as our stats already show a repetitive engagement (A user does approximately 7 transactions per month).
Service Snapshots
*111#*111#
For Post Paid For Pre Paid
About us
• Spice Digital Ltd. is one of India’s leading VAS (Value Added Services) companies in the Telecom arena. Part of the Spice Global Group, it offers innovative solutions for Telecom Operators, Enterprises and Government agencies using different mobile connectivity medium of Voice, IVR, SMS, USSD, WAP, 3G & Mobile Applications.
• It has partnership with most of the telecom service providers like Airtel, Vodafone, IDEA, BPL, BSNL, Reliance, MTNL and other corporate.
• Our products and services are delivered by a team of highly skilled, motivated, experienced and committed professionals. We take pride in developing and delivering only the best quality products/service to our clients.
• We value our customers and ensure that we deliver the best Services and Products on time, every time.
Our Nomination: “Customer Care Service over USSD”Category Award: “m-inclusion”
Contact us
• Spice Digital LtdOfficeD-1, Sector – 3
Spice Building, 2nd floor Noida - 201 301 (U.P.) 0120-4363600 (T) www.spicedigital.in [email protected]
• Spice Digital Ltd Himuda Commercial Complex Opposite Hotel Shivalik NH 22, Kalka - Shimla Highway Sector 1A Parwanoo District Solan - 173 220 (H.P.) 91-1792 232368 / 54
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