Companion App

Contents

• Overview
• Recommended Experience
• Revision History

Overview

It is strongly recommended that the over-the-top (OTT) services purchase experience be supported on unassisted (digital) channels only. If a customer calls into the contact center for the purchase of an OTT service app, the call center agent should push a link to the online digital store, prompting the user to go through the purchase experience on their device. The call center agent also can view the user interaction and guide them through the purchase as part of the companion app experience.

Recommended Experience

Maintaining the purchase experience on the digital store ensures that the business flows and experiences are self-contained, thereby precluding the need to rebuild them for assisted channels. This also optimizes the overall cost of operations, and minimizes the cost to serve.

Revision History

Version	Description
2020.03	Added this topic.