Over the years, a buzz has developed around the concepts of contextual communication and omnichannel communication in the business world and for good reason. These concepts can have a powerful impact on a critical, yet too often failing aspect of any business: Customer Experience. Contextual, real-time interaction has become the key to building stronger customer relationships across multiple channels and mCarbon’s i-Context platform does precisely that. It delivers the relevant information to the right customer precisely when the information makes most sense to the customer. Contextual real time events trigger actions and communication.
mCarbon i-Context platform integrates with multiple operator nodes and receives triggers such as Recharge Notifications, Low Balance, Location, End of Call Notification etc. The platform handles all integrated real-time events as potential opportunities. Multi node integration and an access to real time triggers ensure that the platform is forever aware about the state of the user. Based on triggers generated by customer, actions and change in user’s state, platform’s Advance Rule Engine comprehends and creates a context for each user. Based on the context, the system determines the action that needs to be performed as well as identifies the channel that will be used to put the information across.
Customizable User Interaction Workflow
One of the most compelling features of i-Context platform is the Customizable User Interaction workflow. The platform provides easily customizable user interaction flows. Often, Telcos have a system that responds to a trigger with a single event but does not have full-fledged interaction flow for important call-to-actions involving consent collection, timeouts, multi-channel communication etc. mCarbon’s platform on the other hand works in an auto pilot mode once it receives the initial triggers. It manages the complete user interaction workflow and engages with the customer on every step of his journey.
mCarbon’s platform on the other hand works in an auto pilot mode once it receives the initial triggers. It manages the complete user interaction workflow and engages with the customer on every step of his journey. The system does not require a trigger at every point to decide on the action to be performed. The idea here is that online trigger/event will set in motion a full workflow rather than only a single outgoing communication.
Some of the most prominent services fueled by mCarbon i-Context platform are:
- International Roaming Platform