Company: Asteros Labs
Product Title: Asteros Business Contact.Telecom
Product Version: N/A
Frameworx Version: Version 12
Business Process Framework version: Version 12
Information Framework version: Version 12
Assessment Completion Date: May 2013
Detailed Certification Report: Detailed Certification Report

Product Description

The Business Contact.Telecom
Asteros Business Contact.Telecom is a Unified Desktop class product which is dedicated to increase efficiency of telecommunication service provider customer service in contact-centers and front-offices by means of business scenarios automation. Product allows increasing the quality of customer service while reducing its cost.

Product main features and capabilities:

• Ergonomic easy-to-use interface to complex systems (Unified Desktop)
• Seamless automation of business scenarios
• Outgoing calls and questionnaire campaigns support
• Cross-selling and up-selling support while incoming and outgoing calls
• Statistics and analytics of business scenarios execution
• Integration with client’s IT-systems at the level of: client-side integration, BPMs, ESB, AppServer, DB
• Visual builder for creation or rework/modification of automated business scenarios

Product is developed on proprietary Asteros Business Contact platform which allows scaling the solution through the use of a modular architecture easily and flexibly.

Benefits of product use:

Customer service quality improvement:

• Reduction of average waiting time (AWT), average talk time (ATT) and after call work time (ACW)
• Customer centricity approach – operator is focused on customer service rather than IT-systems interfaces
• Reduction of human factor mistakes
• Assistance in observance to instructions and standards

Customer service cost reduction:

• Operator’s personal effectiveness improvement
• IT investments savings – minimization or absence of necessity to make changes to IT-systems when implementing
• unified desktop or changing customer service processes
• Reduction of initial requirements to customer service specialists
• Acceleration of personnel training and introduction of new customer service scenarios
• Possibility to reveal bottle necks in the context of customer service scenarios , operators and units
• Increase in cross-selling and up-selling while customer contacts
• Fast implementation and modification

For further information on Asteros Business Contact.Telecom product, please contact [email protected].

Summary Results: Business Process Framework; Information Framework
Detailed Certification Results:Detailed Certification Report