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 for subscriber self-service via IVR or USSD. Customer notification can be initiated either by the telco’s agent or by an external system. On customer request, CBOSSacc generates a formatted message, which can be voice, SMS, e-mail, or USSD, and sends it to the subscriber.
Key Features
Interactive self-service
- Information on account balance registered payments and suspension forecast
- Activation/deactivation of additional services
- Operations with F&F numbers
- Voluntary suspension/reconnection
- Bills and call itemizations deliverable by fax
- Scratch card, bankcard, and promised payments
- Information services such as transport schedules, currency exchange rates, weather forecast, etc.
- Support of DTMF signals and user voice commands
- Call forwarding to Customer Care or other services.
Auto-notifications
- Scheduled auto-notifications
- Automatic or agent-initiated one-off notifications
- Group and mass notifications, support of exclusion lists
- Delivery by fax of bill and call itemizations
- Notifications with an option to subscribe.
Integration
CBOSSacc can integrate with any third party billing system or prepaid platform. By requesting information from the database and dynamically generating messages, the system is able to send any relevant information to subscribers in the interactive mode or on request.
When integrated with SMS and USSD solutions, access to CBOSSacc via short messages or USSD sessions is enabled.
Benefits
- The improved efficiency of marketing campaigns, financial, delivery and information services etc.
- Interactive self-service
The fact that there is no need to queue up on the telco’s premises to get an account balance, bill itemization or add new services ultimately boosts customer loyalty and the usage of services.
- Automated customer notifications
Timely notifications of a low account balance considerably reduce the number of suspensions and prevent unnecessary customer complaints.
- Multiple notification channels
