Redknee, which provides mission-critical software and solutions for communications service providers, has received approval from the US patent system for its Telecommunications Subscriber Profile Management System. Among other capabilities, the newly patented technology enables Customer Service Representatives (CSRs) to quickly ascertain the profile and state of a given subscriber in order to respond to customer queries and to resolve issues in a timely and efficient manner.
The patent (one of more than 40 issued or pending applications controlled by Redknee) enables network operators to provide an enhanced subscriber experience by employing a mediation layer to access and aggregate subscriber information that is distributed in a multi-vendor network environment. In addition, it also enables subscriber information to be abstracted via an Application Programming Interface (API) for the delivery of personalised and optimised services and content.
Spending on mobile media services is expected to more than double to over US$100 billion by 2012. However, the delivery and support of an increasing number of these advanced services can lead to higher operational costs as subscribers require increased assistance from the operator's customer service representatives. As call centre activity and hold times increase, this adds to operating costs and subscriber dissatisfaction. Measures to proactively enhance the subscriber experience and resolve issues can decrease operating costs by reducing customer call volumes and subscriber hold times while increasing customer satisfaction and subscriber retention. Industry analysts note that a mere 1% increase in subscriber retention can increase profits by as much as 25%.