All incoming and outgoing customer contacts regardless of the channel are managed within this module.
All past and scheduled inbound and outbound contact details of a customer are stored by different channels in a common
database and can be viewed by all authorized parties from a single point. The employee who is speaking to a customer can
view the history of contacts concerning that particular customer,
by their order issues, billing enquiries or service problems.
Emptor Telco’s built-in BPM engine is utilized when necessary to run processes related to the contact activities. Automated processes
ensure consistent customer service while providing the audit trail of customer contact activities. The contact management system can
interface with different existing systems, e.g. for sending/receiving messages to/from customers over IPTV or integration with the call
center/IVR system. The agents using the contact management will have access to the desired data with allowed level of access.
Contacts and appointments with the customers can be scheduled for a future date. This appointment can be assigned to a user as a task.
The completion status can be tracked by authorized users. Predefined users are automatically notified by the system via e-mail when the activity
time approaches. Assigned users and their supervisors can be alerted if the scheduled contacts are not finalized within the specified time frames.
Emptor Telco allows both one time and recurring contact activities to be scheduled. (e.g. Every Friday at 13:00)
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