Unified Customer Context. Better Service. Greater Customer Satisfaction. Challenges Telcos face with customer service today ...
Telcos continue to own a large, complex web of interconnected systems to support their BSS landscape. This impacts their ability to serve the customer promptly owing to the following challenges -
▸ Data fragmented across CRM, Orders, Billing, Network, Digital and Self-service.
▸ Multiple systems to check for the CSR to get customer context.
▸ Customer issue resolution is delayed due to fragmented context, manual actions and losing track of information.
▸ Overall negative impact to CSAT leading to churn.
How does Melvault Customer 360 help?
Our platform brings together customer, product, billing, service and interaction data into a single, actionable view helping CSRs understand the customer, diagnose the issue and resolve it with less searching, fewer transfers and less rework. No more hunting through different systems!
▸ 30% improvement in FCR rates
▸ 40% faster Time to Customer Context
▸ 20% reduction in AHT and TAT for customer issues
▸ 20% reduction in Repeat Contact Rate
Key Features:
360 Overview
See all customer specific information, billing accounts, subscriptions, invoices, orders, cases, correspondence, alerts in one single view.
Lead Management(CPQ)
Create/Manage/Assign Leads, Prospects and Quotations.
Sales
Built-in integration with TMF compliant Sales Cart and Order Management systems including Payment integration.
IVR & chat Integration
Flexible to be integrated with IVR and chat systems, be able to handoff from a Chatbot to a live-agent serving customer from Customer 360 UI.
Multi Brand Support
In-built functionality for multiple brands/geographies of the telecom operator.
Multi Language Support
Enable seamless global engagement by providing a localized experience with multi-language support, allowing agents to interact in their preferred language.
Diagnostics
Built-in diagnostics integration to help reprovision customer's services.
Native integration with ServiceNow for case handling
Supports ServiceNow case management OOB , extensible to support other case repositories.
Built-in dashboards to monitor agent activity
Dashboards present time-period and user-based activity charts that help monitor system and agent performance.
Integration with Knowledge Management systems & FAQ bots
Integrate and present how-to to provide context-specific help.
Modern technology stack
Built on a modern technology stack (Spring Boot, Postgres and ReactJs) that is cloud native and runs as docker container.