Customers Management

Provides static and dynamic information about use conditions and quality of service (QoS) offered to specific customers and the effective experienced quality (QoE). It also supports the definition of appropriate service policies per user segments in addition to streamlining actions, detecting fraud and relevant variations in the expected revenue, among other activities centered on a 360° vision of the customer when using the services.

Applications

Customer Experience: CEM (Customer Experience Management)

Seeks to capture the costumer experience in the usage of services, correlating quality and performance metrics with individual or collective interest in these services.

SLM: SLM – Service Level Management

Monitors and ensures quality parameters of service levels (QoS/SLA) agreed with corporate customer. Therefore, the solution provides appropriate views of quality and standards services useage, through tables, charts and dashboards for the Network Operator account managers and the customer.

CRM Back-Office: CRM Back-Office

Supports the customer complaints on the difficulties of using the service, call support, connections or errors in the billing. Therefore, the solution allows an immediate survey of communication attempts to the subscriber, within the questioned period.