Expertflow

Most if not all Service providers (mobile, landline, WiMax operators) have a callcenter as their core interaction tool with their endcustomers. It is not unusual for a service provider to have the majority of his staff working in the callcenter to satisfy customer requirements. Callcenter for service providers have several points that distinguish them from callcenter in other industries:

• They tend to be rather large, both in absolute terms, as well as in comparison to the rest of the organization. This means that the cost impact of the callcenter staff is important. To properly manage both the staff, as well as to guarantee a consistent service level to the customers, a Workforce Management is strongly recommended.
• An SS7 ISUP integration is possible and will improve redundancy, scaleability and functional richness of the solution.
• SS7 INAP integration is possible at a very low cost for multi-site callcenter for intelligent pre-routing between sites.
• The callcenter infrastructure can be used as a hosted offering to enterprise customers in that country. Expertflow can provide you with a write-up on typical Callcenter Outsourcer business cases.

Voice Portals

Significant cost economies can be done if certain interactions are offloaded from the callcenter to an automated Voice Self Service portal, where the customer can find the information himself.

Certain Voice Selfservice functions, such as prepaid recharge, SIM card activation etc are provided by the selfservice platforms that are already available with the Intelligent Network. However, their scope is usually limited to very basic GSM-related services.

An enterprise voice selfservice portal can for example cover the following services:

• SIM-Card registration – often a new legal requirement
• Activate and deactivate products (friends and family,…)
• Shop locations, addresses, forwarding
• Yellowpage/ Whitepages/ Directory services => usually together with an agent from the callcenter
• Roaming information
• Caller surveys
• Case status update/ Incident management
• Entertainment (sports information, weather,…)
• Hosted Voice portal

Frequently, the same information that can/should be made available on a Voice Portal is being made available as well on the WWW-portal. Expertflow can provide that as well as part of a CRM deployment.