Company: AwareX
Product Title:  AwareX Digital Customer Engagement Suite
Assessment Completion Date: September 2022
Detailed Certification Report: AwareX Customer Engagement Journeys – Customer Experience Management Conformance Certification

1. Solution Functionality/Capability Overview

1.1  AwareX Digital Customer Engagement Suite – Solution Overview

The AwareX Digital Customer Engagement Suite enables Service Providers (SP) to provide their customers consistent, personalized, and intentional digital experiences via their digital touchpoint (channel) of choice. The AwareX solution empowers SPs to quickly launch new digital customer experiences that dynamically achieve strategic differentiation on customer engagement and innovation while driving customer convenience, brand loyalty and new revenue streams.

Comprised of digital touchpoints such as Apps, Web, chat, social media, and digital assistant and which connect to a cloud platform AwareX Agora^TM Engagement Hub supports full Telecom Quad play customer engagement journeys out of the box. The Agora^TM Hub is a high availability carrier grade system which interconnects via APIs to middleware ESB or other external systems which remain the system of record for customer data.

The AwareX product is designed to allow SP customers to use the digital touchpoint of to engage with the SP, this includes:

•  Native customer self-service apps – both IOS and Android
• Self-service web sites
• Smart voice assistants such as Amazon Alexa and Google Assistant
• Bots such as WhatsApp, Facebook Messenger, and SMS (short message service)

These digital touchpoints connect to the AwareX Agora^TM Engagement Hub and the interactions are facilitated end-to-end thought the Agora^TM Engagement Journeys.

Visually engaging Apps provide configurable care, commerce and inquiry customer experiences provide for an intuitive and consistent customer engagement journey across single, hybrid and multi-play pre/post-paid mobile, fixed line, broadband, and video product and services. Dynamic content individualizes one-to-one interactions based on the SPs multi-faceted segments and criteria to personalize communications, upsell add-ons and offer recommendations that delivers the best outcomes for the customer and the SP.

AwareX Agora^TM Hub supports all digital channels with one underlying set of engagement journeys and business logic. These journeys and logic connect to all back-end systems and ensure consistency of presentation to front end customer digital touch points while enabling the back-end systems of record to maintain data integrity. It supports industry standard interfaces to all back end and external systems via a variety of programmatic means (e.g., REST APIs). It integrates (with industry standard encryption) into the widest range of Business Support Systems (BSS) as any other back end or external systems such as the payment gateway.

The AwareX Agora^TM Hub cleanses, transforms, and formats data in real time from various systems into meaningful customer usable data and display to a wide range of digital clients. All while ensuring customer data privacy is maintained. AwareX Agora^TM forms the heart of the SPs digital capability and can be built upon and expanded for any future digital engagement capability.

Service Types

AwareX supports all Telecom service types:

• Mobile Pre-Paid
• Mobile Post-Paid
• Mobile Hybrid
• Fixed Line
• Internet / Broadband
• TV/Video on Demand (VOD)/Cable
• Multi-Play

Fully Configurable with Rich Functionality

All AwareX digital touchpoints are white labeled and are be configured to match the SPs corporate style guide: colors, images, and fonts. We support multiple languages including double bit character sets. AwareX provides a range of digital customer journeys out of the box. These can enable many configurable events: self-purchase, top-up, bill payment and other revenue upside journeys. There are over 140 standard features and functions available right now with new innovations added in every new release of the suite.

Scalable and Secure

Using elastic scaling running on multiple active/active cloud-based server instances around the globe, AwareX enables systems to be economically configured from just a few thousand users up-to many millions providing consistently fast response times (which are continually monitored by the AwareX operational services) to ensure happy users. Data security is paramount. We provide encryption of transmitted data; zero retention of personal data and we fully support GDPR and PII requirements.

Analytics and Dashboard

SPs need to be able to monitor and manage the experience and satisfaction of customers and users both at an individual level and on an aggregate level measured over a range of time intervals. The Agora^TM Hub provides business-focused analytics and dashboard provide SP’s with business insights to drive a greater awareness of the customer engagement with the SP’s brand that:

• Increase understanding of your customer’s engagement and their journeys resulting in a competitive advantage for your business while uncovering opportunities for growth
•  Target specific SP Stakeholders
  •  CxO/CMO/Marketing Managers
  • Improve NPS — Attract New customers
  • Increase brand loyalty and Reduce Churn
  • Improve Customer Effort Score (CES)
• Customer Care
  •  Deflect calls from the call center
•  Finance
  • Measure uptake of promotions, campaigns, offers and addons to drive additional up-sell opportunities

Industry Standards and Compliance

While the digital service provider industry continues to evolve, industry bodies have already provided guidelines, recommendations, and architectures to enable and support the move from CSP (Communications Service Providers) to DSP (Digital Service Provider). The TM Forum (TMF) and its 900+ member-companies have created and endorsed Open Digital Architecture (ODA) to which AwareX is fully conformant. AwareX follows best practice guidelines and standards of existing model and data driven architecture that address current challenges and improvements within the telecom industry.

High Availability

AwareX systems’ architecture is configured as an active/active multi server configuration with load balancing and graceful degradation but no service suspension in case of any failure. We offer both metro and wide area levels of high availability and disaster recovery. The standard AwareX SLA for service availability is 99.99% upgradable to 99.999% upon request.

Cloud and Software-as-a-Service (SaaS)

AwareX provides our service using native-cloud systems. They are fast, scalable, secure, and cost effective. We use the best public clouds like Amazon Web Services (AWS) which offer the most complete, capable, and globally present service to get you up and running and to stay that way for your end customers. Our Software as a Service subscription scales with you, we only charge for active users not subscribers and we scale the system automatically to accommodate those active users as they grow.

For more information on AwareX Customer Engagement Journeys, please contact:
Michelle A. Nowak: [email protected]

For any additional information on this Customer Journeys Conformance Certification Report, please contact TM Forum Conformance Certification team at:
[email protected]

Detailed Certification Report: AwareX Customer Engagement Journeys – Customer Experience Management Conformance Certification

Report Misuse: CEM conformance is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance

mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.