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Gemplus & Netonomy Present Mobile Selfcare, a Turnkey Mobile Customer
Care Application
Mobile Selfcare enables operators to reduce customer
management costs while providing a more visible and flexible service to
the subscriber
- Gemplus and Netonomy provide an integrated
end-to-end application that puts customer care directly into the hands
of the subscriber.
- Mobile Self-Care opens up a new contact channel
between Mobile Network Operators (MNO) and their subscribers.
- Offering forms part of Gemplus' ARPU Factory™
helping operators increase ARPU¹.
3GSM World Congress, 19 February 2002 - Gemplus, world leader
in solutions enabled by smart cards, and Netonomy, leader in self-service
e-Care and e-Commerce solutions for wireless communications service providers,
announce Mobile Self-Care, a new end-to-end Customer Management solution
based on STK technology. Aligned with the development of the ARPU Factory
and its telecom strategy, this solution helps telecom operators control
customer service management costs and increase revenue through self-provisioning
of value added services.
Customer profitability is currently one of the main challenges for all
telecom operators. The recent huge increase of the subscriber base in
2001 and the growing sophistication of GSM subscriptions with the arrival
of the data services have lead to exponential growth in the volume of
calls at the MNO's call center. In addition, the introduction of data
services over broadband networks presents a revenue opportunity service
providers are not yet ready to capitalize on, as customers are currently
forced to call the operator in order to purchase, provision and personalize
these services, putting even greater strain on operations. Gemplus and
Netonomy are convinced that their joint expertise will create a unique
value proposition for Telecom operators in providing a new end-to-end
application improving Customer Management and increasing revenue through
the profitable rollout of data services.
This application allows a subscriber, equipped with a GSM STK handset,
to communicate directly with their operator via the MyNetonomy application.
Messages from the phone to the service provider are sent via secure SMS.
In this way, the end-user is able to access their own account details
and subscriptions, purchase and provision new services (i.e., international
access for prepaid users or a location-based travel service for business
subscribers), check their balance, and even reload prepaid accounts directly
and easily over their mobile phone.
This offer opens up a new contact channel for the MNO with their subscribers
that is easy to use, fast to deploy, convenient and secure as it is directly
accessible on 99% of existing STK handsets.
Hubert Cospain, Vice President Applications Marketing, Gemplus said,
"We are the first SIM card manufacturer to offer an integrated end-to-end
application, starting from the SIM on the subscriber side and going directly
into the operator's information system. By enabling subscribers to manage
their own accounts, we help operators to reduce costs at the customer
management center while giving end-users increased visibility and flexibility
for their contract"
"Mobility is all about lifestyles and the introduction of advanced
data services over 2.5G and 3G networks will make mobile services even
more part of the subscriber's life," commented John Hughes, cofounder
and executive vice president of Netonomy. "The Gemplus/Netonomy partnership
will further animate the wireless device so that it is no longer just
for making phone calls, but a device that can be used to browse and buy
new products and services, and to manage the customer's entire relationship
with the service provider. The bottom line is that our joint offering
makes the mobile a true lifestyle device."
In order to achieve qualitative development, Gemplus provides tools to
understand end-user needs, improve customer care, automate CRM and make
the most of each customer interaction.
This offer forms part of Gemplus' ARPU Factory, the industry's most comprehensive
platform of solutions, a series of inter-working solutions designed to
reduce operator costs, reduce churn and enhance the relationship with
the end-user. It is through these solutions that operators will be able
to increase their ARPU while offering a secure and improved service to
their subscribers.
For more information, please visit the Gemplus stand (Hall 2, D56) at
the 3GSM World Congress or Cross the Croisette to join us in the Gemplus
Experience Center.
About Gemplus
Gemplus is the world's number one provider of solutions empowered by smart
cards. Gemplus helps its clients offer an exceptional range of portable,
personalized solutions that bring security and convenience to people's lives.
These include mobile Internet access, interoperable banking facilities,
e-commerce, and a wealth of other applications. Gemplus is the only completely
dedicated, truly global player in the smart card industry, with the largest
R&D team, unrivalled experience, and an outstanding track record of
technological innovation. Gemplus trades its shares on Euronext Paris S.A.
First Market and on the Nasdaq Stock Market as GEMP in the form of ADSs.
Its revenue in 2000 was 1.205 Billion Euros. It employs 6721 people in 37
countries throughout the world.
Gemplus: Beyond smart
About Netonomy
Netonomy is the global leader in self-service e-Care and e-Commerce solutions
for the wireless communications industry. Netonomy enables communications
service providers to achieve excellence in customer service by creating
the customer-managed relationship (CMR), in which subscribers have a 360-degree
view of their entire relationship with the service provider. The MyNetonomy
CMR solution, built specifically for the global communications market, allows
customers themselves to activate subscriptions, buy new products and services,
resolve problems, and manage bills using virtually any communications device.
MyNetonomy enables service providers to improve profitability, while removing
deployment risk through proven 3-month implementations. Netonomy customers
include: Bouygues Telecom, Cegetel, Mobistar, Telecom Italia, Vodafone and
WIND. With dual headquarters in Boston and Paris, and sales offices in London,
Madrid and Rotterdam, Netonomy partners with industry-leading management
consultancies and software vendors to produce complete solutions for the
communications sector. For more information, please visit www.netonomy.com.
Contacts
Gemplus Global
Marielle Bricman
Press Relations Manager
Tel : +33 (0)4 42 36 55 96
marielle.bricman@gemplus.com
Edelman PR Worldwide
Florent Guibert
Account Manager
Tel : +33 (0)1 56 69 75 00
florent.guibert@edelman.com
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