发布日期：2008年8月7日

摘要

Evidence from a wide range of wholesalers demonstrates how far their customer interaction strategies have developed in the last few years. Here we present a review of those strategies and a comparison of the companies’ automated interfaces in the form of a series of case studies.

As the profile of wholesale as a valuable source of income has risen up the corporate agenda in most telco service providers, so have wholesale customer interaction strategies. Wholesalers have learned from the experience of their retail colleagues that providing customers with interactive portals and other tools can increase efficiency and effectiveness, and more importantly, that a well-designed customer interaction strategy can contribute to improving customer satisfaction.

The importance of attracting, retaining and growing wholesale customers now means that considerable efforts are being made to enable them to conduct business with their wholesale suppliers how and when they want to.

目录及图表

Executive summary

In a nutshell

Key messages

Benefits all round

Customer perspective

Benefits to the wholesaler

Evolving approaches to the customer interface

Increasing interface capabilities

All for one and one for all

Highlights of wholesale customer interaction strategies and interfaces

Wholesaler case studies

Review of wholesalers’ customer interaction strategies

AT&T

Belgacom

BT Wholesale

COLT

Deutsche Telekom

Global Crossing

iBasis

Interoute

Openreach

Telecom New Zealand

Telstra Wholesale

Verizon Business

Table of figures

Figure 1 Increasing interface capabilities

Figure 2 Trends towards the consolidation of customer interfaces