iTMS Telco Call Center module is a module, which facilitates a flexible outsourcing of the call center function. The solution allows for a full outsourcing, or a so-called overflow model, which increases the efficiency of the Telco’s or Cable TV Company´s overall Call Center function. It also allows for Call Center personnel to work at home thereby saving costs for office space.
The iTMS Telco Call Center is in its basic configuration close to the homepage functionality. The advantage is that it limits the need for updates in several systems, it draws on the same databases and user interfaces and it allows the Call Center to guide the customers in the usage of the Homepage based direct hands on experience with the systems.
Customer account
The Customer Account is a unique feature in the CRM module, it is used across the CRM functionalities and allows the customer, Call Center or account manager to access all necessary data concerning the individual customer, subscriptions, traffic, services, invoicing etc. It has a comprehensive easy to use browser interface. The account also allows change of address, change of payment accounts, password changes etc. Furthermore it allows for access to the actual invoice, giving a quick and easily controllable access to all billing information.