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Customer Self Management


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Customer Self Management
Customer self empowered applications provide an internet technology driven interface to the customer to undertake a variety of business functions directly for themselves. These applications interact to provide fully automated service or assisted service over various customers touch points. Although customer self management applications primarily trigger functionality defined in the rest of the CRM, Service Management and Resource Management applications, they should also contain functionality specific to customer self empowerment. As service providers shift to multidimensional services, new business realities require self service systems to support the following criteria:
  • One-and-done fulfillment across service portfolio (cf. Order Management Applications)
  • Multi-disciplinary customer service (cf. Customer Service / Account Problem resolution applications)
  • Sync multi-channel interoperability
  • Total convergent self directed billing (view/pay/dispute all) (cf. Front Office Customer Billing Management applications)
  • Reconciliation interoperability
  • Personalization and usability
  • Visualization of SLAs across subscribed services (cf. Customer Service / Account Problem resolution applications)
  • Portfolio driven guided selling (cf. Product Catalogue, Product Lifecycle Management applications)
  • Leveraging the 360 degree customer view (cf. Customer Information Management Application)
Customer self management applications enable service providers to increase profitability across the organization by optimizing the customer experience and maximizing the efficiency of business operations through:
  • Rapid order-to-activation mechanism across service portfolio
  • Commodity like enablement for telecom services (rapid introduction; easy amendment; cross bundling)
  • Universal platform supporting multiple users (consumers; business; dealers) and multiple LOBs (wire line; wireless; IPTV) though single point of contact
  • Reducing costs through operating efficiencies
    • These operations expect to gain more customer loyalty, service stickiness and ARPU for the service provider. A primordial factor for increasing ARPU through self empowered systems is high usability. High usability requires channel agnostic consistency and seamless customer experience leveraging functionality that is driven from sporadic backend systems. For that, self empowered systems should provide integration readiness through several vehicles:
    • Pre-integrated self service system including stand-alone web framework or integration front end with a portal engine
    • Self services layer exposing atomic Webservices/APIs for reuse by multiple systems across the architectural environment
    • Portlets driven connectivity exposing data and services interoperability through a portal engine or web application.
    Typically the portal to the customer is via a web-based interface. Customer self care is increasingly popular with both customers and operators as it usually provides access to information 24 hours a day, 7 days a week and does not have the frustration of waiting for a free call agent. Customer self-care systems can take a number of forms from a controlled ‘secure window’ application into the underlying OSS systems used internally by the operator for the customer to view and pay his invoices to a complete portal where the customer can manage his entire relationship with the operator. Customer Self Management applications need to provide a level of security to protect both the customer’s data and the integrity of the und
    Customer Self Management
    Product/Service NameCompany
    Amdocs Self Service Bill Amdocs Management Limited
    Amdocs Self Service Order Amdocs Management Limited
    Amdocs Self Service Reports Amdocs Management Limited
    Amdocs Self Service Support Amdocs Management Limited
    Application Development & Management Tech Mahindra Limited
    Application Service Management Tech Mahindra Limited
    ARS over OSS/J Ascom Deutschland GmbH, Systems & Solutions
    Axiros axPerience, Axiros axACS and Axiros axDHCP Axiros GmbH
    B/OSS Tech Mahindra Limited
    BAssured™ eBusiness AssuringBusiness Pte Ltd
    Beesion Swarm Beesion Technologies
    bonusXpress - Stand-alone promotion engine Siemens AG Oesterreich
    BPO Services Tech Mahindra Limited
    BSS Consulting & System Integration Services Objective Technologies SA
    Business Intelligence Tech Mahindra Limited
    Business Operations Optimization LTC International Inc
    Business Support System (BSS) ZTEsoft Technology Co., Ltd
    CC&B Solution for 3G ZTEsoft Technology Co., Ltd
    CC&B Solution for Wireless ZTEsoft Technology Co., Ltd
    CE3: Customer Experience Enhancement Engine Tech Mahindra Limited
    CellVision mBOSS CellVision
    Cerillion Web Self-Care Cerillion Technologies Limited
    Chameleon OSS Integration Framework Amartus
    Clarity Customer Manager Clarity
    Cloud Manager AmberNet Technologies, Inc.
    Comarch Cloud Service Management & Billing Comarch S.A.
    Comarch Solution for MVNE Comarch S.A.
    Comarch Solution for MVNOs Comarch S.A.
    Comarch Solution for Satellite Service Providers Comarch S.A.
    Comptel Dynamic SIM Management Comptel
    Computaris Facebook Integration Platform Avalanche Computaris
    Comverse Converged Billing Suite Comverse
    Convergys CRM Convergys
    Crestel- Convergent Billing Framework Elitecore Technologies Limited
    CSG Integrated Charging & Policy (ICP) CSG International
    CSG Interactivate CSG International
    CSG Singleview CSG International
    Data Roaming Engine MACH Sarl
    Device management Nokia Siemens Networks
    Enterprise Application Integration Tech Mahindra Limited
    Factdelta Customer Interaction Management Factdelta
    Factdelta eCommerce Factdelta
    Factdelta Order Fulfillment Factdelta
    Factdelta Problem Management Factdelta
    Factdelta QOS/ SLA Management Factdelta
    Factdelta RA Management Factdelta
    Factdelta Sales Factdelta
    GP3 - GlobeTOM Prepaid Platform GlobeTOM
    HP Subscriber, Network and Application Policy solution Hewlett-Packard
    Huawei - Enterprise Customer Relationship Management Solution Huawei Technologies Co. Ltd
    Huawei NGBSS - Business Intelligent Solution Huawei Technologies Co. Ltd
    Huawei NGBSS - Customer Relationship Management Solution Huawei Technologies Co. Ltd
    Huawei NGBSS - IP Contact Center Solution Huawei Technologies Co. Ltd
    ICT Consulting EXIS I.T.
    Infonova BSS R6 Infonova
    Integrated Media Delivery Platform Computer Sciences Corporation
    IT Solutions Consulting Tech Mahindra Limited
    IVRPro+ Giza Systems
    MIB (MVNO-In-a-Box) Tech Mahindra Limited
    Mobile Value Added Services Tech Mahindra Limited
    MVNO in a White box Computaris
    NetCracker Customer Self Service NetCracker Technology
    Openet Profile Manager Openet
    Openet Subscriber Engagement Engine Openet
    PETER-SERVICE SCC PETER-SERVICE
    Precision eCare CSG International
    Prepaid and top-up Nokia Siemens Networks
    QBSS- Business Support Systems from the Cloud Qvantel Software Solutions Ltd.
    Rapid CRM ConceptWave Software
    Rapid Offer Design and Order Delivery Oracle Corporation
    S2Net-NotificationServer Fastwire
    SaaS4Telco - Framework for SaaS solutions Siemens AG Oesterreich
    Sales Cloud 2 Salesforce.com
    Service Cloud 2 Salesforce.com
    Sigma Client Service Center Sigma Systems
    Sigma My-Office Voice Manager Sigma Systems
    SOLVATiO® - Automated Assurance iisy AG
    System Integration Tech Mahindra Limited
    System Integration 2.0 Tech Mahindra Limited
    TBMS Bill SunTec Business Solutions Pvt Ltd
    TBMS Customer care SunTec Business Solutions Pvt Ltd
    TBMS Workflow SunTec Business Solutions Pvt Ltd
    Tech Mahindra’s Offerings Leveraging Tele Management Forum Standards Tech Mahindra Limited
    Telcordia Converged Application Server Telcordia Technologies
    Telcordia Dynamic Service Catalog Telcordia Technologies
    Telcordia Expediter Telcordia Technologies
    Telecommunication Operator Transformation Tech Mahindra Limited
    Vista360™ InfoVista
    VoiceMailPro+ Giza Systems
    walletXpress - Recharging & mobile payment Siemens AG Oesterreich
    wiSLA (well integrated SLA) BI Telecom
    Xyna Factory GIP AG
    ZIRA CRM ZIRA Ltd.
    ZSmart Integrated Prepaid & Postpaid Solution ZTEsoft Technology Co., Ltd
    ZSmart OCS Solution ZTEsoft Technology Co., Ltd

     

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