Before we jump into review of Troubleshooting system let’s firstly look into some studies “64% of telecom customers experience bad customer service that was discovered in study by Verint.” “New Voice Media reported that $62 billion of business was lost due to poor customer service. This means that customers migrated into the hands of competitors.” TroubleShooting System (TSS) is intended for companies that provide telecoms services and that are interested in raising the efficiency with which they handle customer complaints related to problems that arise in connection with these services. The system’s intended users are first-line support operators who receive customer complaints and carry out a preliminary analysis of the problem, and also second-line experts who carry out the specific technical tasks of localizing the issue and solving it. TroubleShooting System can be applied not only for broadband or fix telecom but also for OTT. Below are brief usage scenarios: Embed the TSS system into the CRM provider providing the OTT service. On a customer’s call (for example, from the moment of identification on the IVR) start troubleshooting and thereby reduce the time for servicing complaints about the service. Embed TSS in the subscriber’s personal […]
Customer Experience is a set of impressions that a client receives when interacting with a company that provides him with a service or supplies a product. Customer Experience management is most relevant for companies working with a mass consumer in a market with a high level of competition, such as Telecom, IPTV and OTT. And whether you work at market with high level of competition surely you search ways to increase customer satisfaction which leads to higher sales! Various studies say that attention to Customer Experience leads to an increase in the level of customer loyalty, increases the amount of their spending on a favorite brand, serves to spread positive information about the company, which leads to an increase in the number of customers. But the real world of Customer Experience for the biggest part of companies is something like customers are annoyed by long and complicated voice menus. Perhaps the structure seems to be optimal and convenient, but the client will not appreciate it. You are not called to hear “Welcome to our Supercompany, your call is very important for us, the operator will answer you in 10 minutes.” We suppose that your customers are tired to hear and […]
PostgreSQL is the most advanced open source database, which relies on 15 years of active development and architecture evolved and proven. It has earned a solid reputation for reliability and data integrity. Like any enterprise-class database, PostgreSQL boasts sophisticated features such as Multi-Version Concurrency Control (MVCC), point in time recovery (PITR), tablespaces, asynchronous and synchronous hot standby replication, nested transactions (savepoints), online / hot backups, a cost query planner/optimizer, but also a planner with searching query path heuristic.
It is clear that a major transformation is required in the IT systems supporting the operations of today’s Service Providers to ensure their continued success. New capabilities that existing systems simply cannot deliver are needed just to support increased agility in their existing business models, and the desire to explore new ecosystem business models places further requirements. Some of core capabilities required include; management of hybrid resources; agile and rapid onboarding of new technology and automation.
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