FINANCIAL CLEARING: - Syniverse Technologies

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V I S I B I L I T Y U P D A T E
Visibility ® Services reduce revenue loss, customer churn
for today’s mobile operators
Since the early days of roaming,
Syniverse’s Visibility Services has
provided mobile operators detailed subscriber
data and expert analysis of their
roaming operations. So what does this
mean for operators
Senior Product Manager Linda Pennot
said Visibility – a roaming data service
that makes available a comprehensive
source of real-time roaming data from
within an operator’s own network and
in other markets where their subscribers
may be roaming – provides a number of
benefits, including reduced churn, decreased
operating expenses and improved
roaming revenue.
“First, operators who have the ability to
proactively analyze roaming traffic at the
subscriber level and solve roaming problems
quickly are in a position to provide
much better customer service,” she said.
“Happy customers who can count on excellent
roaming and meaningful customer
service are less likely to switch service
providers. With the average cost to
acquire a new customer at approximately
$256, any tool that helps retain customers
is a tremendous benefit.”
She said Visibility also reduces operating costs for a business by streamlining operations
through the use of a single online tool that can be used across troubleshooting groups.
“Because Visibility provides subscriber-level data, front-line customer care service personnel
are able to troubleshoot complicated scenarios, avoiding the need to send those problems to
higher-cost technicians or engineers for resolution. And the easy-to-use web interface requires
minimal training, making it an excellent fit for service departments with high turnover.”
Finally, any time roaming subscribers have service problems and are unable to use their services,
operators lose revenue. Because Visibility drastically reduces the time it takes to resolve subscriber
roaming issues while the customer is still roaming, subscribers are able to quickly resume
roaming activities and, thus, continue to generate roaming revenue.
Meeting the needs of GSM operators
“A number of our GSM customers who knew of the CDMA solution asked if we would adapt it
for their technology. There was no hesitation on our part at all – asked and answered,” Linda said.
Visibility became available for the global GSM community in August 2006, and two new
features were added in 2007 that will enable operators to enhance customer service and fine tune
their roaming agreements based on real-time data.
One is Roaming Partner Analysis, which gives operators the
ability to compare the performance of their roaming partners,
identify sources of network problems and discover which subscribers
are impacted by network failures. The second, Visitor/
Subscriber Reporting, is a tool that enables operators to monitor
traffic counts, examine where subscribers are roaming, and identify
dynamic roaming traffic by country and network.
Evolving product helps in today’s complicated world
Over the years, Visibility has continued to evolve and respond to the changing needs operators
face in today’s increasingly complicated business environment. And Linda is first to promise Syniverse
customers that the company has every intention to keep responding to operators’ requirements
and ensuring Visibility continues to be the premier solution that it is today.
“Our vision is to offer a window into roaming network traffic that provides value to our customers,”
she said. “The bottom line is we are constantly listening and working to help our customers
minimize roaming revenue loss while providing great service to their customers.” J
Linda Pennot
Senior Product Manager
“Our vision is to offer a
window into roaming
network traffic that
provides value to our
customers.”