 |
 |
|
|
iCommVergence
iCommVergence meets the challenges of providing and billing for all of today’s current services while being prepared for tomorrow’s. iCommVergence does all of this while keeping all information correct, current, and accurate while maintaining the highest levels of customer service. Adding new services, new devices, and reselling services are all easily integrated. Bills will go out on time, typically with fewer resources and less time than you spend today! iCommVergence gives your company the ability to leverage industry-leading tools to deliver top quality service. Product packaging, discounting, and self-implementation of creative marketing plans are major competitive advantages of iCommVergence that translate into increased opportunities for providers. iCommVergence allows you to conduct all your customer care, rating and billing functions from a single system for all your voice, video, wireless and data offerings.
Rules-Driven Workflow Engine
At the core is a rules-driven workflow engine that allows providers to select and direct how orders flow within their organizations. Orders can be automatically directed based on a wide number of criteria such as business or residential type customer, service area, or specific service being managed. Account number-based flexibility allows parent/child relationships for easy addition or removal of features regardless of originating number. CSRs can be guided anywhere within the sales and order processes with marketing or procedural prompting to ensure management-directed or marketing processes occur. Flexible rating capabilities allow mediation of virtually any service and is ‘future proofed’ for developing applications.
Simplified Service Order
Complex service orders have never been easier. The Simplified Service Order (SSO) process within the system automatically identifies specific services for any location and then immediately identifies which services the selected subscriber already has. CSRs can point and click to add or change orders, packages, or promotions. Accuracy is assured as only valid options are displayed, and CSRs can interact creatively with subscribers to add a triple play to a single service subscriber, view and print a bill estimate, reconfigure on the fly back to a double play, or add additional features as they work with subscriber to determine exactly which services and price range is desired. Throughout the process, any service, promotion, or bundle is clickable for a description of what’s in it, as are details for carriers, charges, codes, etc. To further increase efficiency and eliminate any guesswork or typographical errors, much of the service order setup can be configured to have majority of the information default onto the order. Built-in Office affinity tools allows reps easy access to their Outlook calendars for important reminders and customer callbacks.
Bundling, Discounting
Flexible bundling and discounting allows promotions based on any number of criteria such as service type, category (residential/business), fixed percentages, optional features, selectable features, etc. Promotions can have scheduled start and end dates, penalties for early cancellation, and/or optional pro-ration.
Sales and Marketing
Sales and marketing is built in from the outset with the aim of converting customer inquiries or questions into saleable opportunities. CSRs can be guided anywhere within the sales and order processes with marketing prompting about particular service areas right down to particular features. An optional Caller ID-driven Subscriber Dashboard is available to immediately identify in-calling subscribers and their major account details. CSRs get an immediate snapshot of the in-caller and an initial opportunity to start the sales process.
Rating and Billing
Rating, Billing and Payments are handled seamlessly with support for returned items, delinquent account management and capabilities for wireline, wireless, ISP and video services. Accurately convert and rate domestic and international wireless and wireline calls from multiple sources, including major manufacturers’ switches. Flexible call plans make it easy to create a variety of plans and discount scenarios. The system also facilitates termination penalties, toll credits and on-line rating. Multi-cycle billing and the ability to accommodate concurrent processing during bill runs is already built in.
Trouble Management and Mapping
Extensive Trouble Management and an integrated Mapping solution are built into the system. Plant Inventory, Trouble Types, Repeat Troubles, and all Statuses can be set up by users to maintain, assign, and reflect the way your business operates today. Telecommunications providers can enhance their information flow by displaying mapping data in geographic view of all their network elements.
|
|
|
