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Keeping the conversation going with an omnichannel, Chatbot-enabled platform


chatbot-1.jpgThe proliferation of social media apps and the increased speed of our mobile networks keeps us constantly connected through voice, video, and data. And this never-ending connection to messaging in various formats – texts, email, Snapchat – has raised consumers’ expectations to be able to communicate with providers anytime, anywhere, on multiple devices.  Whether it’s ordering pizza or checking the weather from your smartwatch, playing music or getting the latest stock prices from Alexa – consumers crave continuous connections.

Communication Service Providers (CSPs) are meeting the demand by implementing a platform that ensures their customers can start interacting with them through a chatbot-enabled conversation on their smartphone, continue the interaction through IVR, and maybe complete it on the provider’s web application or through SMS. No matter what the channel, there is a path of continuity that CSPs can provide to keep the conversation going with their customers.

Did you know that through omnichannel and personalization, average revenue per user (ARPU) can increase by over 18%? These omnichannel experiences enable CSPs to improve their contact to order conversions, thereby increasing revenues more quickly. 

This month at Mobile World Congress in Barcelona, Spain, Hewlett Packard Enterprise (HPE) will feature its SIS-based Omnichannel Orchestrator and Multimedia Service Environment (MSE) solutions to demonstrate how a low-impact conversational overlay on a CSP’s existing architecture can deliver a modernized customer engagement model that is personalized, contextual and improves their overall experience. Visit us in Hall 3, Booth 3E11.


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About the Author


I offer expertise in the transformation occurring in media and entertainment today due to the digital explosion and consumer demands for media everywhere and anytime.

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