Skip navigation

Automated text and voice response technology from Telsis has helped UK mobile network operator O2 to cut customer churn.

The Telsis system is giving millions of pre-pay customers self-service control over O2 Rewards, the award-winning loyalty programme that gives free credit worth 10% of the previous quarter's top-ups, up to a maximum value.

Customers can either send a text message or make a voice call to the Telsis system - which automatically responds via their choice of channel. Through a common business back-end, it enables them to join the scheme, check their points balance, claim reward talk time, or opt-out.

O2's scheme recently won an award for excellence from the Marketing Society. Says O2 UK marketing director Sally Cowdry: "The Telsis solution gives our customers direct control over their O2 Rewards accounts and because it is automated it costs us very little to run. It's an important part of our drive to build and maintain customer loyalty."

The Telsis solution includes SMS Wizard, a natural language text response system that, with partnering routing and controlling platforms, can be integrated with back-end systems for billing and other purposes. SMS Wizard is already in service with Telefónica’s Movistar brand in Spain where it delivers instant answers to customer service queries, and lets pre-pay customers borrow a two Euro top-up simply by texting a request to a special number.

O2 comprises mobile network operators in the UK and Ireland, along with integrated fixed/mobile businesses in Germany and the Czech Republic. It also owns 50% of the Tesco Mobile and Tchibo Mobilfunk joint venture businesses in the UK and Germany respectively as well as having 100% ownership of Be, a leading UK fixed broadband provider. In addition, the group includes O2 Airwave, which supplies secure digital communications to the emergency services and other public safety organisations. O2, a Telefónica company, is headquartered in Slough, UK, and has more than 35 million customers across Europe.

Telsis products are in use with major mobile and fixed network operators worldwide. The company has an extensive range of carrier-grade infrastructure solutions including intelligent SMS and IN platforms, as well as media gateways for NGN and VoIP support. Telsis has a long history of helping operators make money through the introduction of innovative value added services, and is now leading the industry in moving SMS to the service layer.


Further editorial information and product images:

Telsis Ltd – Sarah Ford + 44 (0) 1489 76 00 00
Sage Partnership – Kevin Fiske + 44 (0) 1189 34 40 07

This press release was distributed by ResponseSource Press Release Wire on behalf of The Sage Partnership in the following categories: Computing & Telecoms, for more information visit