Videotron deploys ConceptWave’s automation platform
Order automation provider ConceptWave Software said today that Canadian cable operator Videotron has deployed its automation platform to help streamline customer orders for voice, video, broadband and wireless services.
ConceptWave said its automation suite, which is called Order Care, helps Videotron to cost-effectively manage quotes, offers and orders from a common data repository.
According to ConceptWave, Videotron needed to consolidate fulfillment and service processes. To accelerate the rollout of its residential broadband services, Videotron turned to ConceptWave’s Order Care suite for a consolidated ordering platform to manage all products and services in a single exchange between subscribers and customer service representatives.
The platform uses Web-based order entry at the front end, with a product catalog and order management engine that enables Videotron to model and fulfill all products and market offers from a single, tightly integrated system.
With ConceptWave’s Order Care suite, Videotron experienced reduced time-to-market for new products and offers. ConceptWave said early results demonstrated a reduction of call contact time to close a sale. With Order Care, Videotron also reduced training time on the new system by 50 percent compared with the previous system.
ConceptWave’s Order Care suite uses metadata-configurable templates and a business rules editor to model Videotron-specific business requirements and accelerate deployment. The platform is integrated within Videotron’s current BSS/OSS system architecture.
Videotron, a subsidiary of Quebecor Media, has 1.6 million cable TV customers in the Quebec area, including 830,500 digital subscribers. Videotron has also activated 54,600 lines on its wireless telephone service, and the operator provides cable phone service to nearly 742,900 subscribers.
Videotron, which launched a DOSIS 3.0-enabled wideband data service earlier this year (story here), has more than one million broadband customers.
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