Know Your Customers

• Empower wireless customer care from Empower Geographics is a trouble-ticketing and tracking solution that links customer care, engineering, operations and marketing to enable wireless carriers to pro-actively serve customers and accelerate network maturity.

Empower wireless customer care enables wireless carriers to address and resolve customer network complaints. While on the phone with customers, CSRs can locate where a service problem occurred, compare it to the locations of towers and coverage footprint, and access real-time network status information.

Engineers and operations departments have access to up-to-date, comprehensive online trouble ticket information supplied by CSRs, helping them to find and resolve network issues quickly. Marketing can analyze usage trends and customer data from trouble tickets to make smarter build-out, partnering and marketing program decisions.
Visit #1271 or www.empowergeo.com

• In conjunction with PAR3 Communications, ICT Group has developed a value-added service. This service integrates PAR3’s alerting infrastructure into its solutions to manage customer relationships, allowing companies to deliver pre-emptive, account-specific, and response-enabled alerts to their customers via telephone, e-mail, pager, fax, portable or wireless devices.

With this technology, ICT Group clients can send their customers alerts designed to increase satisfaction and retention through pro-active problem resolution and information dissemination.
Visit #2840 or www.ictgroup.com

• Nortel Networks has launched a Wireless Field Service and Logistics solution that extends the strength of Nortel Networks eFrontOffice customer relationship management to help make mobile field service professionals more efficient, more productive and more responsive to customers.

This solution allows a field service professional to dial into the corporate Web site and check the latest requests dispatched from the customer service contact center using a WAP-enabled mobile phone.

It also allows access to service history and enables the field service professional to update customer activity.

The Wireless Field Service and Logistics solution provides mobile workforces with up-to-date inventory data, customer account and case information, and other pertinent issues via wireless devices without having to leave their vehicles or go back to the office.
Visit #2032 or www.nortelnetworks.com

• TenFold Communications has announced TenFold Enterprise Relationship Manager (ERM). TenFold ERM is an end-to-end business infrastructure application for providers of next-generation Internet and communications services. TenFold ERM is a customer-focused solution that enables carriers to optimize their customer relationships and revenue streams.

TenFold ERM provides capabilities for carriers’ core business processes including sales, ordering, provisioning, service activation, customer management, trouble management, inventory, billing and e-business.
Visit #7955 or www.10fold.com