Telecommunications Customer 360 provides our service desk agents(L1,L2, L3) a single pane of glass across interaction, cases and complaints for quick resolution by getting complete customer context along with some insights and action for quick resolution. It will support the pre built workflows for billing, case and complaint journeys along with AI insights on customer sentiment, NPS, Churn.
Telecommunications Customer 360 provides Order management and MACD flows.
Support of Party relationship Center on C360 to show hierarchical view of various relationships of a customer like account, billing account, party relationships, product inventory , product inventory characteristics, cases, incident
1) Unified landing page for Customer Issues
2) Insights and Actions
3) AI summary
4) Contact Card, Customer history
5) Billing and Order related workflows
6) Customer 360 support on Interaction and Complaints as a macroponent,
7) Smart recommended insights on C360.
8) Creating C360 as a component.
9) Party relationship Center configuration and visibility on C360 that allows agents to see the entire hierarchy of the
Changed
1) Include Party relationship Center for C360
System Compatibility: Yokohama and above