We are a Digital Engagement Platform

  • Our company name is AwareX because we think contextual awareness is critical to providing the best consumer digital engagement. Our digital clients know who they are helping, and where they are…one really good example is for our customers in South America, or the Caribbean, where there are large, unbanked communities…the Service Provider is able to look for consumer segments who will run out of minutes or data entitlements on the weekend…they can then use our platform to send a push notification which arrives into the app, deep links to open a page that offers a discount for top-up and directs them to the nearest store…a voucher that says come in in the next hour, including directions to the nearest store. A much appreciated respectfully presented offer that helps maximize share of wallet from that consumer.
  • We are a digital engagement platform; we use fully cloud-native deployment to enable transformation of traditional consumer (and b2b) engagement; consumers choose native iOS and Android apps, chatbots, voice assistants or web-based elements.
  • The benefits for the service provider are lower costs of support (through reduced calls to the call centre), higher add-on revenues, and dramatically increased customer satisfaction.
  • The very hardest part of digitalization of engagement is recognizing that the backend is not ready for this. Many customers in our industry have not just one, but two, three or ten (or more) different billing systems and other relevant back end environments. We all know that this installed base is under a constant source of attack and counterattack by companies offering large scale expensive transformations, each one trying to convince the customer to deploy a new digital or digital-ready stack…it’s an expensive and long sales cycle followed by a long, risky and expensive deployment.
  • In the mean-time the consumer doesn’t get any real improvements in their perceived engagement levels, ease of use, or satisfaction and as a result this industry has the consistently lowest NPS scores throughout the world.
  • Our approach is different…we think consumer first…our customer is the service provider of course, but we sell a rapidly deployable solution that works with any, and more importantly multiple back-ends; we are carrier grade in terms of scalability, security, performance, manageability and rich functionality. We are fast to market and provide a low TCO.
  • Because we talk to multiple back ends our consumer journeys include all of the correct data to address real consumer issues. It’s not necessarily stuff that will be fixed by deploying a new stack ever. So, for example if the number one reason that people call their service provider is because they forgot the password on the set-top box, it doesn’t really matter how good the billing system is. Our typical deployments address the real live issues… we have customers who use one system for Pre-paid and another for post-paid…but we are the company that provides digital engagement across the entire customer base…consistent, helpful self-care tools available as apps, chatbots, voice assistants, web-portals or any combination thereof that best suits the consumer. And if such customers choose to make an appropriate change to their back-end systems, perhaps consolidating on a new stack, the consumer will be isolated from any issues that may arise from such a project…its totally transparent. 
  • In addition to push notifications we offer exquisitely targetable banner ads inside the app. The content for the adds is drawn directly from our customers Marketing material, uploaded through our content management system and targeted to consumers based on a broad selection of criteria including location, platform, account history, device platform and many more. We are getting amazing click through rates on push and on banner ads. And we can help our customer know who likes to engage using ads, push, how, when and where to best engage.

Before mCare: consumer demands unmet despite huge investment

Before mCare: consumer demands unmet despite huge investment

mCare is currently delivering high subscriber satisfaction ratings at operating subsidiaries such as Telefonica, America Movil, Vodafone and Liberty Global.

AwareX has created mCare, packaged, native iOS and Android self-care apps that reduce customer support costs while improving satisfaction, increase revenue, and lower risk, complexity and TCO.