The rise of Internet protocol technologies and networks, combined with the commoditization of traditional communications services, has created an environment of uncertainty and hypercompetition across the entire converged digital ecosystem.
Essential to creating differentiated and customer-centric capabilities is the customer portal—a multi-channel application that enables the creation, sharing and distribution of personalized content, as well as access to self-service capabilities.
Portals provide broad functionality for success in the so-called "Web 2.0" world—one where customers use Web functionality to participate in social networks, create and share content, and receive personalized services, in addition to traditional communications services based on fixed-mobile convergence. From the carrier's perspective, portals enable the segmentation, aggregation and delivery of rich media, communications and service experiences, while driving customer service costs down.
Accenture is working with leading carriers worldwide on advanced, cost-effective customer portal solutions that enable the segmentation, aggregation and delivery of rich media, communications and service experiences. Our customer portal solutions can drive benefits across the entire value chain of a company:
- Increasing customer profitability
- Decreasing churn and attrition
- Improving sales and average revenue per user
- Lowering the cost to serve while increasing the ROI in sales and service
- Increasing marketing effectiveness
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