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КСИ Сезон 2017


Automatic Customer Care
Entry for registered users

Automatic Customer Care

CBOSSacc is purpose-designed to automate telco’s customer care.

System Operation

CBOSSacc provides interactive menus and customer notifications. In the interactive mode, CBOSSacc allows the subscriber self-service via IVR, USSD or SMS. Customer notification can be initiated either by the telco’s agent or by an external system. For instance, the billing/prepaid system can generate customer notification requests in case of suspension, exceeded credit limit, account top-up, tariff changes, etc. CBOSSacc generates the message and delivers it to the subscriber via IVR, SMS, e-mail, USSD, or fax.

Key Features

Interactive Self-service
  • Interactive customer service via IVR or USSD (requires integration with a USSD center)
  • Information request by SMS and email
  • Paid information-based services such as transport schedules, currency exchange rates, weather forecast, etc
  • Call forwarding to Customer Care or other services
  • Support of DTMF and user voice commands.

Integration with CBOSSbcc (or other billing system)

  • Account balance inquiries, registered payments, and suspension forecast
  • Activation/deactivation of value-added services
  • Operations with F&F numbers
  • Voluntary suspension/reconnection
  • Bills and/or call itemizations deliverable by fax (the Fax Delivery option required)
  • Promised payments
  • Scratch card payments
    Subscribers can activate scratch cards in the interactive mode or by calling the dedicated access number and entering the card PIN.
  • Bankcard payments.
  • Notification of approaching suspension (e.g., when the account balance is approaching the partial suspension threshold)
  • Notification of new services with an option to subscribe During the automatic notification session, CBOSSacc may offer the subscriber to activate the new service immediately.

Auto-notifications

  • Scheduled auto-notifications
  • One-off automatic and agent-initiated notifications
  • Notifications of individuals and subscriber groups. Exclusion lists are supported.
  • Automatic voice notifications
  • Automatic email notifications
  • Automatic notifications via SMS and USSD (integration with SMSC and USSD center required)
  • Bills and/or call itemizations deliverable by fax (the Fax Delivery option required)
    Both regular and one-off delivery modes are supported. The system features flexible charging of the fax delivery service.
  • Notifications delivered to the preset destination number A subscriber may specify the phone number for notifications.

Integration

CBOSSacc can integrate with any external database (including prepaid and postpaid billing databases), which allows CBOSSacc to request the information from the database, generate dynamic messages and forward them to subscribers, enabling interactive and on-demand notification. In addition, it allows CBOSSacc to receive, process and register any subscriber data (payments, service profile updates, etc.) in the database.

The integration with a USSD center enables a USSD connection to CBOSSacc. The functionality is especially appealing to roamers, subscribers in noisy places or those preferring on-display menus to IVR.

The integration with an SMSC enables newsletter mailing and SMS delivery. Similarly to USSD, SMS messaging is the channel of choice in case of poor audibility. Moreover, today SMS mailings are one of the cheapest notification methods.

CBOSSacc can also integrate with a wide range of information systems, including VAS services, providing them with auto-notification channels.

The integration with loyalty support systems (e.g., CBOSSbonus) enables bonus account management and bonus balance inquiries via CBOSSacc.

Benefits

  • Improved quality of customer care, delivery, information and marketing services
  • Remote self-service functionality
  • Automatic notifications
  • Multiple notification channels
  • Multi-language support.

Rules and conditions for the site use are provided on the legislation information page
Designed by CBOSS_6