|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 customers entitlement to support agents, allowing agents to
verify and keep track of service agreements, including agreements with third-party service
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
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.