Redknee is a leading global provider of innovative communication software products, solutions and services. Redknee's award-winning solutions enable wireless and wireline operators to monetize the value of each subscriber transaction while personalizing the subscriber experience to meet mainstream, niche and individual market segment requirements. Redknee's revenue generating solutions provide advanced converged billing, rating, charging and policy for voice, messaging and new generation data services to over 70 network operators in over 50 countries.

Established in 1999, Redknee Solutions Inc. is the parent of the wholly-owned operating subsidiary Redknee Inc. and its various subsidiaries. References to Redknee refer to the combined operations of those entities.

Redknee's Next Generation Rating and Charging (NGRC) is a real time platform that enables flexible, tiered services and dynamic subscriber controls for mobile operators. It enables them to understand how their services are being used and how best to rate and charge for them, creating opportunities to monetize and manage their data services and network assets.

For subscribers, it eliminates any uncertainty around data charges from services like mobile broadband, as well as voice, and gives them ultimate control over their mobile experience. They avoid bill shock and remain loyal customers of the mobile operators that provide services, dramatically reducing customer churn.

The solution works alongside legacy systems or can act alone.

The need for managing network bandwidth usage

Mobile operators today are faced with never before seen opportunities to grow their customer base, but only if they can stay afloat while riding the data tsunami. This surge is being powered by a massive uptake in mobile broadband. By 2011, the number of mobile broadband subscribers worldwide will eclipse the total number of fixed broadband users. Traffic is predicted to explode - according to Informa, mobile data traffic is expected to increase by 1,587% between now and 2013 worldwide.

It's very common for Redknee operators to report up to a 500 percent increase in data traffic on their networks in just a year's time. With NGRC, Redknee customers are able to monetize and manage exponential growth with the utmost accuracy.

Average revenue per user (ARPU) for data is vital to operators because revenue from voice calls is steadily falling as the world is now choosing to text and e-mail more. In addition, 3G services such as mobile Internet, mobile TV, and business mobile broadband are delighting subscribers while putting massive strains on operator networks. Mobile versions of peer-to-peer, VOIP, Facebook and MySpace are shrinking bandwidth are only the beginning of the deluge.

One solution for many different markets

Redknee's NGRC solution is a proven, scalable answer to the needs of customers in all regions globally. It allows operators to design packages that match the real, everyday usage patterns of different target markets while effectively managing network traffic in the effort to use bandwidth wisely.

The real-time aspect of NGRC allows subscribers to track their usage and decide whether to top up their credit or regulate personal usage. They can set their own spending limits and authorize temporary upgrades to suit their daily or weekly needs. For operators, real-time analysis also helps to quickly recognize customer trends and adopt new package plans as needed, plus charge subscribers more accurately, whether they're on pre-paid or post-paid plans.

Redknee's Nimvox is a new concept in self-service, interactive voice response (IVR) solutions for customer care that enables tier one mobile operators, banks and insurance companies to automate its customer care, improve the customer experience and reduce support costs.

The new generation of application and development tools for IVRs is bringing service providers greater agility, flexibility, usability and quality through automated customer care. It is estimated that up to 80 per cent of an operator's front office can be processed effectively through Redknee's IVR application development tool, resulting in significant cost reductions of the customer care facility and more satisfied customers due to a faster query to resolution rate and access to a more highly skilled customer care facility that can solve more complex issues. Nimvox solves an important customer experience issue for service provider as according to Analysys Mason, the current growth of customer interaction demand will make it the second-largest sub-segment of customer care by 2012, after CRM.

Nimvox integrates with billing, CRM and balance management systems to provide all of the information and assistance that customers need, without competing with front office activities. Nimvox enables operators to customize their IVR service according to the customer profile that is developed from customer's account history. The integrated platform's predictive menu delivers a personalized service by offering the customer options to the frequently asked queries and proactively offering customer information on their account's customer care activity, such as open cases or purchase order details. Currently managing more than 180 million calls per year, Nimvox is a dynamic service, and is continuously tuning the speech recognition tools to ensure a high quality user experience and a quick return of investment.

Some examples of how service providers are reaping maximum benefit from Nimvox for customer care include:

For one customer, it has saved more than 20 million Euros over the past two years in customer care costs because it resolves issues before they need to be patched through to a live customer care agent. Service providers can utilize their customer care agents to focus on being better sales people, creating new up-sell and cross sell revenues. This results in more efficient processes and reduces costs by at least 10 percent. At a separate operator, KPN Spain, the reduced volume of calls to its customer support center and improved the subscriber experience for its customers led to Spain's largest MVNO to report an immediate return on its investment.