New approach to digital transformation

Customer experience (CX) is a fundamental element for companies to be truly profitable and competitive. Public service companies or utilities are not alien to this reality and for that reason they seek technological solutions that allow them to face the challenges related to the changing expectations of customers.

In this regard, Hernando Parrott , President for North America of Open International, explains: “The customer experience (CX) is undoubtedly a business trend in the world. Recent research affirms that 80% of managers confirm that their companies will compete on the basis of CX in the next two years, our clients in 19 countries confirm that in the coming years the competition will be determined by the level of CX that they can offer to its users ”.

To support its clients in these challenges, Open International has evolved its Open Smartflex solution, turning it into a Cognitive CIS with a holistic approach, enriched with Artificial Intelligence components and business rule engines. “Open Smartflex is a robust solution that has a billing engine that has been tested by clients that generate more than 6 million monthly invoices in telecommunications and in utilities more than 3 million invoices, allowing to manage the entire business cycle of these companies, from the installation of the service to the payment thereof. By adding artificial intelligence capabilities to our solution, we created a 'perfect-at-the-core' cognitive solution ideal for elite utilities. " This new version of Open Smartflex enables utilities to offer exceptional and frictionless customer journeys,

Open International's cognitive CIS platform provides flexibility and autonomy for utilities to quickly develop business plans and offer new services. The executive concludes by noting that “being cognitive means going beyond the simple ability to react, and implies helping utilities to be proactive when faced with challenging business scenarios. It also means continually learning, allowing companies to fine-tune their processes, using past results, leading-edge data science and business rules engines to automatically improve the accuracy of operations and drive innovation. "

Implementing a solution with these characteristics also enables utilities to offer multiple channels of seamless communication. Open Smartflex provides utilities with customized self-service processes, reduces customer service costs, and improves development, targeting, and profitability of programs and products offered by utilities.

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