roaming subscriber support

supporting and informing roaming subscribers using PACE campaigns

Using PACE campaigns, roaming subscribers can be assisted and informed via automated dialled number correction, rate card display, preferred partner selection, simplified voicemail access, support, exchange rate display and other value added services. The combination of these services can be transformational for the roaming subscriber.

dialled number correction

· SMS details are incorporated into a PACE in-call pre-pay campaign · PACE active campaign engine · · SMS details are incorporated into a PACE in-call pre-pay campaign · PACE active campaign engine ·

It is a simple fact that many subscribers store telephone numbers in their handset address book in the local number format for their home country. In most cases, dialling a number by selecting a contact when roaming leads to an incomplete call.

PACE campaigns assist in two ways:

  1. Campaigns can provide in-application support notifications that educate the user on how to correctly dial an international number; and,
  2. In the case of a failed call, campaigns can detect and suggest corrections to a dialed number.
· a popup campaign suggests the correct number to a roaming subscriber after a failed call · PACE active campaign engine ·

In the first case, a campaign detects that the handset is roaming and provides a ‘tooltip’ for the Telephone application that provides the information required to dial an international call.

In the second case, a PACE campaign rule detects that the handset is roaming, that there was an incomplete handset originated call and that this call did not use the correct international dialling code. The dialled number is parsed and and a correction suggested to the subscriber that includes the correct dialling code for the home country.

preferred network selection

Every SIM card contains an ordered list of preferred roaming partners. When the handset visits a foreign network, the handset scans for all available mobile networks and selects the first network on the SIM card list.

· a roaming campaign showing the preferred network operator · PACE active campaign engine ·

The choice of roaming partner may have a significant impact on the cost of roaming services. For example, Optus post-paid subscribers from Australia enjoy a 20% discount on call, SMS and data services when roaming on any Bridge Alliance partner network.

Problems —and bill shock— occur because the preferred network may not have been available when the handset performed its scan. Thus, the subscriber may incur significantly higher roaming costs than they needed to, or expected.

PACE campaigns can provide a valuable adjunct to the SIM based preferred network list by comparing the current network details to an independent list and providing suitable warnings to the subscriber when they visit a non-optimal network.

rate card display

Given a list of preferred roaming partners, it is straightforward to extend PACE campaigns to provide contextual rate-card display to the subscriber.

Examples of contextual campaigns include telephony dial, in-call and after call campaigns that show general rate card, call specific rate card and approximate call cost on hangup.

voicemail and short code assistance

· a popup campaign corrects a voicemail short code when roaming · PACE active campaign engine ·

Subscribers are educated to use a short code to access their voicemail messages. Unfortunately, short-code mapping from roaming partner to home network numbers is at best, often a lottery.

For the subscriber, this means that a voicemail short code may work when visiting one network, but then fail when visiting another — even within the same country.

PACE campaigns can assist by using simple network and telephony rules so that the call to a voicemail service always connects. Voicemail actions need not be simple dial-rules, but can also generate an SMS to facilitate callback services from the home network.

concierge and emergency services

· a roaming campaign provides tourist information · PACE active campaign engine · · a screensaver campaign shows the time in world cities · PACE active campaign engine ·

In addition to core service support, PACE can provide a wide variety of value added services regarding the visited country. Depending on the amount of space devoted to roaming concierge campaigns, a wide variety of geo-targeted services can be provided including:

Activation of data centric roaming services can be via manual or automatic SMS from the handset. A single SMS message can be used to push both the latest weather forecast and currency exchange rate to the handset for use in PACE roaming campaigns.

clear benefits

PACE campaigns provide a simple means for operators to engage with their subscribers when roaming. By doing so, subscribers experience an improved level of service, minimised bills (and thus bill-shock) and improved levels of satisfaction. These services are highly valued by consumers and have a proven impact on consumer behaviour.

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