enTRAC, a multi-channel messaging platform, works on real time, and is completely automated

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Enhanced agent performance with Servion's multimedia notification system

• The Challenge

• The Solution

• The Benefits

The service provider is one of the leading providers of wireline, fixed wireless, and limited mobility (LIMO) services. It needed additional features such as payment reminders and complaint management to be incorporated into the existing system.

The Challenge

The service provider required a system to handle its complaint resolution, payment receipt confirmations, collections services, activation and deactivation of features, and payment reminders.

The challenge involved customization of enTRAC (the multimedia notification system from Servion) to incorporate new additional scenarios that the service provider needed. The additional scenarios are:

•	Local activation	•	Non-technical complaint resolution
•	Higher calling level	•	Payment reminders
•	Credit verification	•	Payment receipt confirmation
•	Feature activation/ deactivation	•	Collection services
•	Technical complaint resolution	•	Request raised through IVR

These had to be incorporated into the service provider's existing back-end systems in six different areas.

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The Solution

Servion's answer to the service provider's dilemma was to customize its enTRAC offering. enTRAC is classified into the following three modules:

• enTRAC Outbound Module
• enTRAC Fax Module
• enTRAC Admin Module

enTRAC Outbound Module
With Servion's enTRAC Outbound Module, voice calls are triggered to customers. The following types of voice outcalls are made:

•	Payment Reminder Outcalls
•	Collection-based Dunning - includes bounced check announcement
•	Payment Acknowledgement Outcalls - includes cash, check, and credit card acknowledgement.
•	Service Requests Outcalls - includes technical and non technical complaints, feature activation/ deactivation and request raised through IVR
•	Point of Sale request-based Outcalls - Local activation/ de-activation, higher calling level, credit value based dunning
•	Planned Outage

The payment reminder outcalls intimate customers about the bill amount and the due date. The payment acknowledgement outcalls intimate customers about payments that are made through cash, cheque, and credit card. The system also makes an outbound call if the customer's check has bounced.

The service request outcalls intimate customers about the activation/ deactivation of their service requests and their status.

Fax Module
enTRAC's Fax Module sends duplicate bills through fax on request. A maximum of 100 faxes can be generated in one hour.

Admin Module
The Admin Module is Web based. The administrator/ supervisor can start/ stop applications and pause, resume, and cancel outcalls. The administrator/ supervisor can also configure outbound parameters such as number of tries and call interval for both voice and fax. The Admin Module also facilitates viewing and printing of reports.

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The Benefits

Prior to customization, the service provider's customer service agents were engaged on calls that were long and detailed. Customers called to obtain information on simple activation/ deactivation requests and bills. Agents had to spend a considerable amount of time dialing out to remind customers about bill due dates and payment details.

Post customization, the scene has changed. The new system places outbound calls reminding customers about bills, due dates, and if checks have bounced. The administrator is able to supervise details of call handling. Agent time is spent more productively.

The customization of enTRAC to include additional scenarios has made a tremendous impact on the service provider's customer service. Agents now have more time to devote to customer requests while the system handles outcalls, activation/ deactivation, payment reminders, and payment details.


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