Customer inquiries effectively managed
As broadband expansion progresses and customer numbers grow, IT systems also need to be adapted. On the one hand, Web modules, such as the web shop and the customer portal, enable effective booking processes by the customer. On the other hand, the automation of internal processes ensures quick order processing in the customer center.
In collaboration with our customers, we implemented and expanded numerous industry-specific functions in 2017. Standardized interfaces such as WBCI, WITA and S/PRI ensure automatic customer connection and ESS ensure effective fault processing. Individually configurable input masks (wizards) also make the work of customer advisors easier.
When internal workflows and external processes mesh, the growing number of customers and technical requirements can be easily managed. Contact for more detailed information.
Automation when changing providers and troubleshooting
- The completely electronic processing of an end customer switch between two providers takes place via WBCI. This automates the query for the termination date of the line and any possible transfer of the phone number. If a copper line is ported, the WITA interface comes into effect. When connecting via fiber optic or a TV cable, TAL is used.
- Using S/PRI, fiber optic and copper connections are ordered electronically. Thanks to the newly emerging NGA networks (FTTH, FTTB, FTTC and FTTx), changing connections with different network operators is easily controlled. It's not just Telekom who lays and markets fiber optic lines to the end customer, but also numerous providers. The S/PRI interface complements the portfolio for automating connection changes.
- Not only the connection of the customer, but also its maintenance requires the highest possible degree of automation. The “last mile” to the customer is often rented through Telekom. In the event of a disruption, notification will be made using WITA ESS. This allows companies to schedule technician appointments precisely. It also enables cost and time savings.