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January 1997

Customer Care Solutions From Scopus

Scopus Technology, Inc. has announced Scopus Telecom Central, its customer care solution developed exclusively for the international telecommunications market. According to Ori Sasson, chairman and CEO of Scopus, “The trillion-dollar worldwide telecommunications industry is engulfed in change and rapid growth. The international dynamics of the past several years — deregulation, new competition, privatization, advances in technology and service bundling — have resulted in a fierce battle for marketshare. High-quality customer service is emerging as the single greatest opportunity for differentiation in the telecom marketplace.”

Telecom Central is a configurable, out-of-the-box call center and customer support product that is designed to provide a 360-degree view of the customer by integrating information from across the enterprise — from sales, marketing, quality assurance, customer service and support, billing and provisioning. It consists of the following integrated applications modules.

  • SupportTEAM: A customer service and support application that tracks and resolves customer inquiries, supports defect tracking and change measurement processes, accepts telephone, fax, e-mail or Internet communications, and links problems resolution to existing knowledgebases.

  • SalesTEAM: A sales and marketing application that automates the sales process by leveraging information obtained from marketing campaigns into successful sales programs while it tracks sales data to optimize future marketing efforts.

  • TeleTEAM: Scopus’ computer-telephony integration (CTI) product that features voice/data synchronization, dynamic intelligent routing, virtual call queue management and integration to CTI middleware.

  • Scopus DataBridge: A realtime API-to-API bridge that puts mission-critical information in the hands of the call center agent by leveraging existing infrastructure and data sources, and can be batch-processed for faster processing time.

  • Contracts: Sets up and maintains service level agreements that are used to determine a customer’s entitlement to support agents, allowing agents to verify and keep track of service agreements, including agreements with third-party service providers.

  • SmartScript: Script creation and management that automates workflow and makes upsell/cross-sell recommendations based on predetermined rules.

  • Integration Modules: Through integration to legacy billing systems, Telecom Central accepts and completes service orders to reduce error and simplify the billing process.

  • Telecom Accelerator: Telecom Central provides templates for business rules, queries and tasks, with integration to churn management and provisioning systems.

Telecom Central is designed to support a wide variety of computing environments, including UNIX and Windows NT for servers; Windows 95, Windows NT, Macintosh and UNIX for PCs; UNIX and Windows operating systems; and all major database and hardware platforms. Telecom Central is based on Scopus’ meta data architecture, which store application components — layouts, objects, properties, workflow and logic — as objects in a database, resulting in customized applications without programming. Scopus also announced it has signed 12 new telecommunications firms. Its newest clients include: Omnitel, the second-largest cellular network provider in Italy, which will establish one of the largest call center operations in Europe for customer service and support; L.A. Cellular, one of the largest U.S. cellular providers, which will implement a 900-agent call center that will operate 7 days a week, 24 hours a day, 365 days a year; BellSouth, which has selected Scopus to support the sales and service of communications products to its large corpo-rate accounts; and MFS Worldcom, a provider of a full range of cellular and long-distance services, which will deploy Scopus technology to more than 2,000 customer service representatives. For more information, call 510-597-5800.

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