11 May 2016, Shenzhen, China – ZTE Corporation (0763.HK / 000063.SZ), a major international provider of telecommunications, enterprise and consumer technology solutions for the Mobile Internet, today announced the debut of its ZSmart Digital customer relationship management (CRM) solution at TMF Forum Live this week. The ZSmart Digital CRM is a cloud-based, digital ecosystem-driven next-gen telecom solution that enables communication service providers (CSPs) to facilitate the digital life of customers by delivering sophisticated services and seamless experiences.  

Today, people expect to be able to find information within seconds, and this trend has impelled CSPs to rethink the way they connect with customers. The ZSmart Digital CRM solution is designed to refresh CSPs’ interaction with their customers and enable them to explore new business models. The solution aims to facilitate CSPs’ digital transformation by providing the following features: 

Mobile first

When it comes to an excellent user experience, nothing feels better than having instant access to self-care functions at the touch of your finger. With the solution’s embedded Self-Care app, customers are able to choose from more attentive interaction, attractive campaigns and comprehensive product catalogues. 

Omni-channel

ZSmart Digital CRM customers will be able to enjoy a consistent and seamless experience across online and offline channels. The integrated ZSmart unified contact centre (UCC) delivers customer experiences with omni-channel contact (voice, IM, social media) via a unified database to increase profitability and customer satisfaction.

Insight & event-driven

Data from IT, network and the social domain are processed by an analysis engine before being summarised into 360°customer profiles with the help of the ZSmart Digital CRM. The 360° customer profiles, combined with real-time events, leads to customised campaigns, attentive cross-channel interaction and considerate service and support. 

Rich product catalogue

The ZSmart Digital CRM helps CSPs offer traditional products, plans, devices and bundles, and also machine-to-machine (M2M) services to individual or enterprise customers and support sales teams. This rich product catalogue is widely accessible from CSPs’ online and offline channel networks. 

CSP-led API ecosystem

The ZSmart Digital CRM allows CSPs to disseminate a wealth of assets including marketing trends, historical data and insights and technical capabilities to third party partners. It helps operators engage in various vertical industries and provide a better service to subscribers. 

Cloud-based scaling & management

CSPs are looking for a cost-efficient, fast, and highly manageable solution deployment. The ZSmart Digital CRM is designed for cloud deployment and enhanced for faster iteration in order to differentiate segments, dynamic deployments and to cater for constant changing demands.  

This ZSmart Digital CRM solution will be discussed by ZTEsoft, a ZTE subsidiary, at its User Summit 2016 held May 12 in Monaco. Its release will mark the beginning of a new era for ZTEsoft in which it will provide an opportunity for CSPs worldwide to re-imagine their digital transformation initiatives and revamp the way we interact with our customers in order to create new revenue streams and business models, and achieve long term sustainable growth.