Business-driven composite capabilities design - a new approach that simplifies and aligns processes, tools and team interaction
Intro Video
The Optilus™ Solution
Optilus - a single platform for designing digital offers that meet customer experience expectations, resulting in high customer loyalty, increased revenue and low churn.
Through Optilus, business users DESIGN offers that customers want, LAUNCH them to a variety of sales channels, and ANALYZE customer experience behavior for continual service improvement.
- Unified - single design platform for all contributing systems
- Omni-channel - consistent experience across sales channels of choice
- Targeted - built-in intelligence for Next-Best-Action
Optilus defines the Customer Experience Design Cycle
The Customer Experience Design Cycle describes the general model in which the Optilus platform operates.
- Configure - a one-time operation that creates the Capabilities Catalog
- Design - business users create offers from the capabilities toolset
- Launch - publish offers to sales/marketing channels of choice
- Adapt - analyze offer effectiveness for continual improvement and next-best-action
Customer Experience Design Cycle
Explore Customer Experience Design
Click the arrows of the diagram below to learn more about Customer Experience Design™.
Click the right arrow to discover the questions a Digital Service Provider must consider in order to resonate more effectively with their customers (Know, Adapt, Support, Empower).
Click the left arrow of the diagram to explore the essence of Customer Experience Design and see examples of capabilities that can be built into offers using the Optilus platform.
Optilus Sphere of Capabilities
Optilus capabilities build customer experience into digital products across the entire customer journey
Optilus Sphere of Capabilities Detail
A sample of the categories of capabilities that comprise the Optilus design toolset
Customer Experience Elements
Strengthening the customer relationship requires diligence across all facets of the customer journey
Target Markets
Internet of Things (IoT)
The Internet of Things (IoT) continues to demonstrate its blossoming potential, and no other market category is more deeply connected to the customer experience. Interconnected technology becoming the norm into growing facets of everyday customer life puts Optilus at the heart of improving the customer experience. Optilus utilizes key insights into service performance, usage trends, and customer behavior, to deliver continuous customer experience improvement at unprecedented speed and scale.
Mobile, MNVO & MVNE
Customer experience management dominates the mobile service provider strategic agenda, as a majority of providers cite it as their number one strategic priority. Competitive pressures continue to mount as price erosion, alternative technology and new nimble players attack the bottom line. Mobile service providers put a keen focus on attracting new customers, retaining existing customers and influencing the customer spend. Optilus gives mobile service providers the speed-to-market, insight, and business process improvement to significantly improve the customer experience and increase bottom line numbers.
Over-the-Top-Providers
Over-the-Top-Providers (OTT) have triggered significant changes in customer behavior, often to the detriment of traditional mobile service providers. These lean and nimble providers strive to resonate with customers to provide an experience that becomes essential to their daily lives. Optilus plays a significant role in the ability for an OTT provider to remain compelling to their customer base. And, with complex partner ecosystems between OTTs and mobile providers becoming commonplace, Optilus is the consistent customer experience platform that generates conglomerate products and services to improve the customer experience.
Cable & Satellite
Arguably, cable and satellite TV providers have faced the toughest challenges when it comes to customer experience. Consistently rated amongst the lowest of industry groups in net promoter score (NPS, a commonly used indicator of customer satisfaction levels), cable and satellite companies must address customer experience issues for the sake of their very survival. Optilus helps cable and satellite providers design customer experience into their offers across the entire customer journey. The result is offers that customer want, that are easy to purchase and deploy, and fully supported by the customer channel of choice.
Media & Entertainment
The market segment of media and entertainment is large and varied including producers, publishers, broadcasters, gaming and music. A commonality among these segments is that their product is increasingly digital in nature. And, the consumption of the services they provide is constantly shifting as customer preferences change and become more communal in nature. Optilus is the perfect platform in a digital world of constant change. Optilus helps service providers quickly adapt to market conditions and habits to maintain an excellent customer experience.
Financial Services
As financial products and services become more digital in nature, the customer interaction with their financial service provider becomes more personal. Financial service providers, such as banks, mortgage lenders, credit card companies and others, must adapt to a new paradigm of customer relationship. The Optilus platform is ideal for financial service providers of all types to help them focus on customer experience as they strategize and adapt their products and services in a shifting marketplace.