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3SS AND NPAW Collaborates to Create Data-fueled Customer Intelligence Platform

Customer Experience (CX), Customer Service, Customer Engagement, Customer Experience Management (CEM), Customer Relationship Management (CRM), Customer Communication Management (CCM), Customer Data Platform (CDP), Customer Journey Mapping (CJM), Customer Journey, Loyalty Technology, Personalization Engines, Voice of Customer Platforms, Digital Transformation, Customer Experience News, CX News
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3SS, a software solutions provider for multiscreen entertainment and set top boxes, recently announced partnership with a leading video intelligence company, NPAW, to create a new data-fueled customer intelligence platform. This collaboration would help operators to retain customers, enhance customer engagement, and boost revenue.

NPAW helps online media companies make data-driven decisions and offers analytics solutions to enhance customer engagement and to maximize revenue. 3SS helps operators in providing seamless customer experience by offering them services like system integration, solution architecture, software engineering, and UI/UX design innovation. This partnership combines NPAW’s analytics platform with 3SS’s 3Ready product framework. Following this integration, insights-driven personalized user retention solution and automated analytics-driven experience management solution would enhance customer experience by allowing brands to understand subscriber requirements and dissatisfactions in real-time and by providing personalized customer support.

Furthermore, this collaboration is aimed at reducing customer churn rate. The integrated platform would collect and interpret customer data to provide personalized customer support with advanced user experience. This would further help operators deploy targeted campaigns and marketing strategies to strengthen their relationship with their subscribers.

Ferran Gutierrez Vilaró, CEO and Co-founder of NPAW, said, “We’re equipping operators with a system that flags churn risk early on and triggers mitigating actions to positively influence the user’s decision-making; real-time analytics ensures these measures are informed, personalized and attractive, so the operator has a better chance of preserving the relationship”.

This partnership would help operators get a clear idea about their customers and help them segregate their customer base on the basis of predictive churn risks using various analytics tools. Based on customer satisfaction levels, operators would be able to tailor customer support and employ customer retention measures to reduce churn rate.

“If a customer is thinking about churning, the operator needs to know early on; the data to raise the warning bell needs to be automatically generated and available in real-time, it has to be informative, and rapidly understood and interpreted. The operator may have an arsenal of anti-churn business tools standing by, but unless the right one is deployed before the pivotal moment in the user’s decision-making, the retention initiatives will be ineffective”, commented Pierre Donath, CMO & CPO at 3SS.


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