Web-Enabled
Customer Self-Care
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Customer Self-Care & Assisted Care Prepaid
& Postpaid
| • | Tracks customer service orders from entry to completion and activation on the network |
| • | Displays service and account structure associated to each customer in the Customer Account Real-Time Explorer |
| • | Tracks customer service orders |
| • | Provides credit checking and payments functions at initial customer order and subsequently, e.g. for a calling card recharge |
| • | CTI Integration for more effective call centre management |
| • | Customer web access to Call Histories, Bills & and Enquiry Trails |
| • | Account balance tracking for Prepaid for customers |
Trouble
Management
| • | Provides flexible query / enquiry definitions and tracking |
| • | Tracks all customer driven trouble reports |
| • | Routes the action request to the appropriate department or individual |
| • | Escalates outstanding action requests |
| • | Provides Jeopardy reporting and alarm generation for action requests unresolved and close to expiry of the allotted resolution period |
| • | Tracks resolution and clearing of the cause of the action request |
| • | Manages Service Resellers and their Points of Sale |
| • | Allows volume-based discounts and time-limited promotions |
| • | Tracks prospects and all customer communications using flexible rules-based query / enquiry tracking function |
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