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CSR TOOLBOXFull 360º view of
the customer data
HowThrough facetted view the CSR is able to process information in a inutitive and efficiently structured way. User grouping, widgets and personalization gives the CSR a comfortable environment to manage tickets, contacts and orders for the customer.
BSS API
CSR TOOLBOX
CSR
RATINGCUSTOMER
INFORMATIONMANAGER
FULFILLMENTCATALOG
ORDERMANAGER
RESOURCEINVENTORY
SERVICEINVENTORY
DEVICESTOCK
TRACK &TRACE
PROVISIONINGPLATFORM
TOP-UPGATEWAY
BILLING
PAYMENTGATEWAYS
CASEMANAGER
Why WhatCustomer Service is one of the operator’s most important customer touch-points and must support the entire customer services and products lifecycle. It is the primary window for service quality; a ‘moment of truth’ for customers’ service experience.
A. Overview and detailed drilldowns of customer data
B. Manage customer’s agreements, products and services
C. Manage customer’s billing and invoices, including making payments and other A/R tasks
D. Keep track of customer's orders and events
Key features
The Qvantel Customer Service Representative (CSR) Toolbox minimises the need for unnecessary call transfers, reduces average handling times, and boosts first-pass resolution.
Key benefits
• Stay focused throughout customer context• Comprehensive customer view through
modern, facet-based interface• Unlimited extendibility through tool mode• Seamlessly move between B2C and B2B• Reduction of call transfer needs• First-call resolution increase• AHT reduction• Reduction in training time
Customer:Contacting a Call Center is never a pleasure. But when you feel instantly understood and your request handled swiftly and professionally, it’s a rewarding experience after all.
Employee:We care and want to service our callers in the best possible way. But if you have to juggle half a dozen windows, it is an impossible struggle to deliver a good experience.
CSR Toolbox in action
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B
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D
