They are not separate service numbers or different lines of service. Customers see
themselves as a single entity — the same way they view the relationship with their service
provider — a complete package, a single point of contact. It's time carriers were able to
do the same with their telecommunications customer care solution.
From first contact, every carrier knows it is all about creating a superior customer
experience, exceeding expectations while building the bottom line. With CostGuard,
providers have a solution that makes their critical service and support goals easier to
achieve. Featuring built-in tools designed to elevate customer interactions, CostGuard
helps carriers establish and execute proactive marketing, service and sales initiatives.
Notifications offer the ability to reach out to customers with new product offers and
service reminders. Powerful trouble ticket and Help Wizard features offer customer support
teams resources for responding to questions quickly and accurately and escalating
issues efficiently. Open APIs are also available to give carriers the ability to integrate
IVR for enhanced care capabilities. Guided Assignment directs sales initiatives
so retail personnel and CSRs can offer customers a selection of handpicked products and
services designed to meet their needs. From prospect to customer, sign up to renewal, and
invoicing to payment, CostGuard helps customer relationships thrive.
With CostGuard's telecommunications customer care solution, service providers secure the information needed
to see a unified view of their customers. The system's telecom-specific customer care capabilities helps providers track customer interactions
companywide gain meaningful insight into their needs, and secure greater value at each touch point in the customer relationship.
The ability to create carrier-specific attributes, run live database queries and create
custom reports adds critical, business-specific analytics to help providers discern
important trends and understand the evolving needs of their base. From agent
relationships and retail sales to lines of service and payment history, CostGuard's telecommunications customer care solution captures
the details so carriers can focus on improving service today and prepare for new
opportunities on the horizon.
The FCC's order regarding the appropriate treatment and protection of Customer Proprietary
Network Information (CPNI) requires changes to both a service provider's business practices
and their billing and OSS interface. CostGuard helps service providers not only comply with
the FCC order, but use the occasion to examine their interactions with customers and
support additional opportunities for process and service improvement.
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View customer account information in a single interface. |
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Capture standard and business specific customer data. |
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Mask and encrypt sensitive customer management data. |
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Assign products and services easily. |
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Manage account invoices and financials. |
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Create, work and monitor trouble tickets, journals and follow-ups. |
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Provide information on new marketing offers, service updates, products and collections activities via e-mail or SMS messaging. |
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Support for CPNI compliance. |
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Maintain address validation and ALI records for E911.W |
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