Mobile Selfcare enables operators to reduce customer management costs while providing a more visible and flexible service to the subscriber
· Gemplus and Netonomy provide an integrated end-to-end application that puts customer care directly into the hands of the subscriber.
· Mobile Self-Care opens up a new contact channel between Mobile Network Operators (MNO) and their subscribers.
· Offering forms part of Gemplus’ ARPU FactoryÔ helping operators increase ARPU¹.
3GSM World Congress, 19 February 2002 – – Gemplus, world’s leader in solutions enabled by smart cards, and Netonomy, leader in self-service e-Care and e-Commerce solutions for wireless communications service providers, announce Mobile Self-Care, a new end-to-end Customer Management solution based on STK technology. Aligned with the development of the ARPU Factory and its telecom strategy, this solution helps telecom operators control customer service management costs and increase revenue through self-provisioning of value added services.
Customer profitability is currently one of the main challenges for all telecom operators. The recent huge increase of the subscriber base in 2001 and the growing sophistication of GSM subscriptions with the arrival of the data services have lead to exponential growth in the volume of calls at the MNO’s call center. In addition, the introduction of data services over broadband networks presents a revenue opportunity service providers are not yet ready to capitalize on, as customers are currently forced to call the operator in order to purchase, provision and personalize these services, putting even greater strain on operations. Gemplus and Netonomy are convinced that their joint expertise will create a unique value proposition for Telecom operators in providing a new end-to-end application improving Customer Management and increasing revenue through the profitable rollout of data services.
This application allows a subscriber, equipped with a GSM STK handset, to communicate directly with their operator via the MyNetonomy application. Messages from the phone to the service provider are sent via secure SMS. In this way, the end-user is able to access their own account details and subscriptions, purchase and provision new services (i.e., international access for prepaid users or a location-based travel service for business subscribers), check their balance, and even reload prepaid accounts directly and easily over their mobile phone.
This offer opens up a new contact channel for the MNO with their subscribers that is easy to use, fast to deploy, convenient and secure as it is directly accessible on 99% of existing STK handsets.
Hubert Cospain, Vice President Applications Marketing, Gemplus said, “We are the first SIM card manufacturer to offer an integrated end–to-end application, starting from the SIM on the subscriber side and going directly into the operator’s information system. By enabling subscribers to manage their own accounts, we help operators to reduce costs at the customer management center while giving end-users increased visibility and flexibility for their contract”
“Mobility is all about lifestyles and the introduction of advanced data services over 2.5G and 3G networks will make mobile services even more part of the subscriber’s life,” commented John Hughes, cofounder and executive vice president of Netonomy. “The Gemplus/Netonomy partnership will further animate the wireless device so that it is no longer just for making phone calls, but a device that can be used to browse and buy new products and services, and to manage the customer’s entire relationship with the service provider. The bottom line is that our joint offering makes the mobile a true lifestyle device.”
In order to achieve qualitative development, Gemplus provides tools to understand end-user needs, improve customer care, automate CRM and make the most of each customer interaction.
This offer forms part of Gemplus’ ARPU Factory, the industry’s most comprehensive platform of solutions, a series of inter-working solutions designed to reduce operator costs, reduce churn and enhance the relationship with the end-user. It is through these solutions that operators will be able to increase their ARPU while offering a secure and improved service to their subscribers.
For more information, please visit the Gemplus stand (Hall 2, D56) at the 3GSM World Congress or Cross the Croisette to join us in the Gemplus Experience Center.
GEMPLUS: the world's number one provider of solutions empowered by Smart Cards
Gemplus helps its clients offer an exceptional range of portable, personalised solutions that bring security and convenience to people's lives. These include mobile internet access, inter-operable banking facilities, e-commerce and a wealth of other applications. Gemplus is the only completely dedicated, truly global player in the Smart Card industry, with the largest R&D team, unrivalled experience, and an outstanding track record of technological innovation. Gemplus trades its shares on Euronext Paris S.A. First Market and on the Nasdaq Stock Market™ as GEMP in the form of ADSs. Its revenue in 2000 was 1.205 Billion Euros. It employs 6800 people in 37 countries throughout the world.
Gemplus: Beyond Smart http://www.gemplus.com
Netonomy is the global leader in self-service e-Care and e-Commerce solutions for the wireless communications industry. Netonomy enables communications service providers to achieve excellence in customer service by creating the customer-managed relationship (CMR), in which subscribers have a 360-degree view of their entire relationship with the service provider. The MyNetonomy CMR solution, built specifically for the global communications market, allows customers themselves to activate subscriptions, buy new products and services, resolve problems, and manage bills using virtually any communications device. MyNetonomy enables service providers to improve profitability, while removing deployment risk through proven 3-month implementations. Netonomy customers include: Bouygues Telecom, Cegetel, Mobistar, Telecom Italia, Vodafone and WIND. With dual headquarters in Boston and Paris, and sales offices in London, Madrid and Rotterdam, Netonomy partners with industry-leading management consultancies and software vendors to produce complete solutions for the communications sector.
For more information, please visit http://www.netonomy.com
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