Open Mobile and Cenoplex Intro First Actionable Audio Message Service
March 07, 2013
By Amanda Ciccatelli, TMCnet Web Editor
As of late, Cenoplex (News - Alert) has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile’s (News - Alert) business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company’s reputation for providing the best mobile experience.
Today, Open Mobile offers wireless communications to achieve client satisfaction and high quality, fast and agile service. It has a modern network, Open Mobile offers wireless communication services across the island, operates 18 stores, three kiosks for sales and services, and a strong indirect distribution channel.
Meanwhile, Cenoplex is transforming customer care for wireless operators by harnessing the gap between call placement and connection. The company enables wireless operators to communicate with their customers by placing targeted Actionable Audio MessagesSM into the call stream of any mobile phone. Customer programs fueled by Cenoplex augment an operator’s lifecycle management strategy by leveraging existing mobile infrastructure to unleash untapped inventory with new avenues for pre-empting customer service issues, promoting value added services and building customer relationships.
Actionable Audio Messages from Cenoplex give mobile operators the ability to insert an audio alert or informational message into the gap of an outbound call between call placement and call connection on any mobile handset. By serving a personalized message, the Actionable Audio Message solution lets operators cut through the clutter of subscriber over-communication, reaching mobile customers at a time when they are engaged.
“We care deeply about our customers and strive always to provide the best service possible. Actionable Audio Messages mean you will receive warnings about important account details such as technology migrations, new offers for additional lines and how to reduce your monthly payment, without service interruptions, at no additional cost,” explained Juan Saca, president and CEO at Open Mobile, in a statement.
With Cenoplex’s flexible technology business model, Open Mobile can segment its subscriber base and proactively pre-empt costly live-agent customer care calls by delivering audio alerts to individually target customers. Initially, Open Mobile will use the service to provision customer assistance for renewal of Lifeline service. The commercial deployment of the Actionable Audio Message service over the Open Mobile network emphasizes Cenoplex’s growth plans around the world, beginning with the launch of full-scale commercial trials of large mobile operators in the U.S. this year.
Lance Ware, president and CEO at Cenoplex, said, “This represents a critical milestone for Cenoplex and is an excellent example of how the service can be leveraged by wireless operators to steer customer behavior away from expensive-to-process customer care inquiries by proactively delivering alerts to customers about routine matters like account balance, data usage or paying bills.”
Edited by Allison Boccamazzo