Emptor Telco provides process-based customer request and complaint management functionality, which makes use of customer’s segment,
ticket type and SLA levels. All requests or complaints coming from customers, regardless of the channel, are managed and monitored in
Emptor via workflow tickets. This enables the online status monitoring of these interactions, resulting in a higher customer satisfaction.
The BPM engine of Emptor is used extensively to define the processes for each type of request/complaint. The BPM engine can define priorities
to specific processes, can dispatch them to specific users/positions/groups, can carry out escalation steps, enable manual assignment
and enable
suspending or forwarding/collaboration for complaints.
As a typical flow, in the case of a customer request or complaint, the user first chooses the request type from a drop-down list.
This choice will determine the details and conditions of the ticket which will be automatically generated by the system. Depending
on the choice, the necessary form fields will appear, the ticket will be sent to a group which is responsible for this request/ticket
type and SLA calculations will be made accordingly.
Typical Trouble Ticket Workflow
|
Home Page
