Convergys has announced that Vodafone Fiji will use the Intelligent Loyalty Solution, which is part of the Convergys Intelligent Interaction Solutions portfolio, to help improve retention and data management for its 750,000 subscribers. Convergys Intelligent Loyalty is built on the Convergys Dynamic Decisioning Solution (DDS) platform. DDS is a highly scalable centralized policy management tool that can capture events, evaluate policies, and execute actions based on those policies. Vodafone Fiji was experiencing challenges in creating and launching effective pre-paid loyalty plans for its subscribers. With Intelligent Loyalty, Vodafone Fiji is able to track subscriber usage history, segment the subscriber base while creating predictive retention rules, send “opt-in” invitations to potential churners, and implement rewards in real-time. Rewards can include voice, SMS and data rating reductions, credit tokens, and class of service changes. The Convergys solution incorporates customer value as well as likelihood of churn to determine the offers that should be extended to each subscriber, thereby driving greater profitability for Vodafone and an improved customer experience for valuable subscribers. Convergys Intelligent Loyalty Solution for Telecom will also work in tandem with Vodafone Fiji ’s quality of service controller to offer dynamic bandwidth to subscribers. The Convergys solution helps Vodafone to allocate bandwidth based on the subscribers’ lifetime value churn likelihood and device bandwidth needs to ensure high levels of customer satisfaction. By dynamically allocating bandwidth, Vodafone Fiji is also able to smooth network demand peaks to minimize the cost of network build-out.
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