Videotron, ConceptWave Team for Integrated Services

In a effort to streamline delivery of integrated communication services, Videotron has deployed ConceptWave’s Order Care suite.

The solution enables Videotron to manage quotes, offers and orders from a common data repository and enhance the contact experience for current and prospective customers. It combines Web-based order entry at the front-end with a sophisticated product catalog and order management engine that enables Videotron to model and fulfill all products and market offers from a single, tightly integrated system, said the company.

With ConceptWave’s Order Care suite, Videotron experienced reduced time-to-market for new products and offers. The company also increased levels of customer satisfaction by creating an accurate and engaging order fulfillment experience for internal call centre agents and their customers. Early results demonstrated a reduction of call contact time to close a sale. With Order Care, Videotron claims training time on the new solution was reduced by 50 percent compared to the previous system.

"ConceptWave is strategically aligned with our objectives in the sense that they understand how to transform commercial off-the-shelf (COTS) software technology into practical and usable solutions,” said André Gascon, Vice President of 3G Wireless Technology for Videotron Ltd.

ConceptWave’s Order Care suite utilizes metadata-configurable templates and a business rules editor to model Videotron-specific business requirements and accelerate deployment. The solution is integrated within Videotron’s current BSS/OSS system architecture to achieve a transparent, end-to-end order handling experience for Videotron personnel and their customers, according to the company.

“As communication service providers continue to address the challenges of converged service deliveries, they are increasingly in need of a strategic approach to develop simplified, end-to-end order handling solutions and deliver new products and bundled services as quickly and cost-effectively as possible,” said Zarar Rana, President and CEO of ConceptWave Software. “Our partnership with Videotron enabled us to demonstrate our strength as a provider of order orchestration solutions for companies seeking to consolidate, simplify and accelerate the end-to-end order fulfillment process within a complex BSS/OSS architectural landscape.”