Call Center Services Featured Article
Convergys Enhances Infinys ICOMS Convergent BSS/OSS System
April 01, 2009
To enable cable and direct broadcast service (DBS) operators to deliver a superior service experience in today’s competitive, challenging marketplace, Convergys
has enhanced its Infinys ICOMS convergent BSS/OSS (business support system/operating support system). The goal is to boost these firms’ customer satisfaction, loyalty, and profitability, while supporting a model of reduced total cost of ownership.
The enhancements to Infinys ICOMS include:
* Fast, Accurate Front-End.
The system accelerates the front-end process, speeding customer interactions and increasing accuracy by reducing the number of orders required to activate service. Convergys (News
) says all relevant customer information can now be consolidated on a single web-based Infinys ICOMS agent desktop. This feature eliminates screen click-throughs, thereby shortening handling times to increase agent productivity and reducing operational costs
* Streamlined Screens.
Infinys ICOMS consolidates customer and account information onto a single screen, providing a single view of the most frequently referenced customer data. The single screen-guided workflows improves work order accuracy, reduces time-consuming contact center agent decision-making, decreases data entry errors, and cuts down training time.
Convergys has performed a series of trials on Infinys ICOMS and found that agents performing the same tasks on their desktops are noticeably faster than on previous releases. The vast majority of agents are able to complete the tasks on their own after one or two attempts, which indicates that the desktop application is more intuitive and easier to learn
Infinys ICOMS expands on the proven success of Convergys’ convergent BSS/OSS system. The modular, single-architecture system provides a building-block approach that lets operators tailor a product-driven billing platform for their specific business needs and timelines. This avoids costly one-off customizations and without committing to an end-to-end system.
Using the latest Infinys ICOMS, operators can addresses the twin challenges of increasing customer satisfaction and loyalty through enabling a superior service experience and opening new revenue streams. Specifically operators can:
* Increase loyalty through better personalized service by using automation and business intelligence to simplify and personalize interactions between customers and contact center agents
* Drive new revenues by leveraging built-in business intelligence that enables operators to tailor their service offers to individual customer preferences and to intuitively match new offers to customer needs
* Gain a 360-degree view and monitoring by having all relevant customer information consolidated on a single web-based Infinys ICOMS agent desktop
“In today’s challenging economy, and particularly within the competitive cable and DBS markets, we believe that the service experience – not just price or product innovation – is the key market differentiator,” says Bob Lento, President, Information Management, for Convergys. “Infinys ICOMS gives cable and DBS operators a single solution with the tools they need to meet their most important business objective, thereby increasing revenue by proactively managing the customer experience to optimize the value of each customer over the life of the account. With its proven, component-based architecture, Infinys ICOMS adapts to any operator environment in any timeline, delivering fast results at a low total cost of ownership.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi