Singula® Subscriber Intelligence sees full launch after trials demonstrate pay-TV and OTT providers can identify ‘next best action’ in real time – doubling sales conversions in one pilot
London, 10 September, 2019 – Singula Decisions, the subscriber intelligence specialist, today announces the full product launch at IBC2019 of Singula® Subscriber Intelligence, the AI-driven platform that has been successfully tested by a number of major European broadcasters and has recently been selected by Racing TV. Powered by Microsoft Azure AI, the platform provides subscriber intelligence and identifies the ‘next best action’ pay-TV operators and over-the-top (OTT) providers can take to boost customer engagement. The platform leverages AI and machine learning to generate insights that arm operators to proactively build subscriber loyalty, grow average revenue per user and acquire new customers.
Singula Decisions will be demonstrating Singula® Subscriber Intelligence on the Microsoft stand (Hall 1, C27) at IBC2019 at the RAI Amsterdam, September 13-17, showing how the platform has already helped a number of leading broadcasters, such as eir Sport and Racing TV as part of initial beta trials. In one customer acquisition campaign for Racing TV, the UK and Ireland’s premier horse racing channel, the platform was able to double the conversion rate while being able to predict with over 94% accuracy high-risk churners in a free trial programme.
“Singula® Subscriber Intelligence empowers OTT and pay-TV providers such as Racing TV to transform their customer experience and better engage with subscribers at each and every stage of the subscriber journey,” says Bhavesh Vaghela, Singula Decisions’ Chief Executive. “Our research shows operators are struggling to proactively leverage customer data. In fact, we see many organisations trying to predict behaviour, such as churn, but most are failing to leverage this insight in real-time to positively impact the customer’s experience.”
Using Singula® Subscriber Intelligence, TV service providers are now able to draw on available customer data – including billing, viewing, demographic and behavioural insights – in real-time to gain a full view of each subscriber at key stages of the customer journey. “By continually learning from campaigns, offers, promotions and customer engagement, Singula is able to hone-in on the most effective action to take, driving real business results throughout the customer lifecycle,” Vaghela notes.
Bob De Haven, General Manager, Worldwide Media & Communications at Microsoft Corp. says: “Using AI to drive customer engagement through Singula® Subscriber Intelligence powered by Microsoft Azure shows the potential of cloud-based technologies to transform businesses today. We are working with Singula Decisions to enable media businesses to benefit from new technologies like AI to deliver customer experiences that enhance relationships and help grow revenues.”
The platform taps into Singula Decisions’ 20-year heritage in pay-TV subscriber management, drawing on expertise gained from supporting more than 100 subscription and pay-per-view businesses – with subscribers numbering in the millions. Singula Decisions’ combination of customer management experience and innovative technology enables service operators to advance their analytics capabilities and gain a competitive advantage.
The platform creates a Single Customer View of each subscriber and utilises predictive models, created in collaboration with the data science centre of excellence at Edinburgh University, to determine next best actions that reflect where that subscriber is in the customer journey, their value as a customer, their likely response and other factors. The action can be a timely promotional offer, an informative communication, or even to simply do nothing.
The platform also helps identify the most appropriate channel to execute the action, which can include 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 then captures 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.
Singula Decisions will be showcasing Singula® Subscriber Intelligence at the Microsoft stand throughout IBC 2019.