Paywizard Singula™ offers pay-TV and OTT providers real-time identification of ‘next best action’ to take with customers
London, March, 25, 2019 – Paywizard, the pay-TV subscription, billing and customer relationship management (CRM) specialist, today announced the US debut of its new artificial intelligence (AI)-driven subscriber analytics platform,Paywizard Singula™ at NAB Show 2019 in Las Vegas. Built on the Microsoft Azure platform, Singula™ provides subscriber intelligence and next best actions that empower pay-TV operators and over-the-top (OTT) providers to take a more informed, data-driven approach to customer engagement. The platform leverages AI and machine learning to proactively build subscriber loyalty, grow average revenue per user and entice new customers to join TV services.
Paywizard will be showcasing Singula™ on the Microsoft stand (SL6716) at NAB Show in the Las Vegas Convention Centre April 6th-11th. The company will demonstrate how Singula™ enables TV service providers to draw on available customer data in real time – including billing, demographic and behavioural details – to gain a full view of each subscriber at key stages of the customer journey to identify the ‘next best action’ that strengthens the customer relationship. Paywizard Pre-Sales Consultant Andy Johnston will be leading a presentation on ‘How to use AI and machine learning for precise customer engagement’ in the Microsoft Theatre on Wednesday April 10th at 10.30am.
Paywizard Singula™ has already been tested by a number of leading broadcasters as part of a beta trial, including Ireland’s eir Sport, Racing TV and ITV Box Office, the pay-per-view live events arm of Britain’s leading commercial broadcaster. The initial trial results have shown more than a 100% uplift in conversions for a customer acquisition campaign and a marked slow-down of high-risk churners through pro-active targeting and engagement.
“Consumers today expect personalised experiences while they are interacting with media services of all types and operators today need to be able to understand how to best engage with customers at key ‘Decision Moments’, acting on what analysis of their data can tell them,” notes Bhavesh Vaghela, Paywizard’s Chief Executive. “By employing AI to achieve real-time customer data analytics and identify next best actions, Singula is driving real business results throughout the customer lifecycle. “
Singula™ taps into Paywizard’s 20-year heritage in pay-TV subscriber management. Leveraging expertise gained from supporting more than 100 subscription and pay-per-view businesses across the pay-TV industry – with millions of subscribers in total – Paywizard offers a combination of customer management experience and innovative technology that enables service operators to advance their analytics capabilities and gain a competitive edge.
The platform creates a Single Customer View of each subscriber and utilises predictive models, created in collaboration with Edinburgh University’s data science centre of excellence, to determine which action the operator should take – depending on where that subscriber is in the customer journey and what the analysis says about their value as a customer, their likely response and other factors. Singula™ then recommends the action – such as a timely promotional offer or an informative communication – to achieve the best business result whilst keeping the customer happy, on-board and positive about their experience.
Singula™ also helps identify the most appropriate channel to execute the action – whether an in-app notification, social media advertising, a text to a smartphone, an email, communication via an electronic programming guide, a customised user interface, web chat, or contact from an agent. It next absorbs the result via a valuable feedback loop that utilises machine learning to update the analytical models – generating ongoing insight into future recommendations on how to best to target individual subscribers.
Paywizard will be showcasing Singula™ at the Microsoft stand (SL6716) throughout NAB Show 2019. Companies interested in seeing a demo and/or taking part in the Paywizard’s Singula™ beta programme can book an appointment by clickinghere.
Notes for Editors on ‘Decision Moments’
Decision Moments is the Paywizard philosophy that there are eight critical pay-TV subscriber engagement points most likely to evoke positive or negative emotional reactions which can impact relationships between operators and subscribers during the customer journey. The eight consumer Decision Moments identified by Paywizard and validated by independent research commissioned by the company are:
- ‘Find’: Deciding on a service to sign up to, that best suits the consumer’s content and cost requirements
- ‘Join’: The process of signing up, as easily and quickly as possible
- ‘Consume’: Seamless viewing of appealing content, at any time, location and on any device
- ‘Upgrade’: Flexibly upgrading your services package, as and when you like
- ‘Downgrade’: Flexibly downgrading your services package, when it suits
- ‘Bill’: Receiving accurate, clear and timely bills, using a favoured payment method
- ‘Leave’: Cancelling a subscription with as little hassle as possible
- ‘Win Back’: Re-joining a service again, at any time, without re-registering
Keeping TV subscribers loyal is becoming harder and harder. The key is to use data to drive an appropriate action from the insight you have about each subscriber. Knowing when someone is going to churn is one thing, but understanding what action is best to retain the customer is another.
Paywizard’s platform combines artificial intelligence with our award-winning Decision Moments framework and our 20 years’ experience in managing pay-TV and pay-per-view subscribers, to recommend the next best action for each and every one of your subscribers. The result: increased customer acquisition, growth in ARPU and reduction in churn.