Customer Experience Management (CEM)
Flexibility, time-to-market, and performance is crucial to any organization wanting to offer customers a wide variety of services and products. A key component to this is the ability to build, promote, and perform charging functions with accuracy, high performance, and immediate access to data, in a fashion that allows changes to be made quickly.
ENABIL offers just such a suite of solutions. Our web-based, fully extendible product offers a level of control and information accessibility that provides an exceptionally rich experience for the CSR.
Common Interface Engine
Our state of the art CEM is built upon the latest web technology and is optimized to run on multiple delivery platforms. The entire application footprint caters to a truly interactive, rich, immersive experience, providing context-level feedback as the user performs functions.
Highly Configurable Dashboard
The key entry point for account management is our innovative dashboard. This dashboard can be configured by brand or role. A collection of “tiles” present key customer account and service data to the Customer Service Representative (CSR) including summary information. Clicking a tile displays the detail for that collection of data, presenting the CSR with a configurable and detailed snapshot of information and providing a workflow access point relevant to the data in hand.
Usability and workflow control
A highly configurable “dependency engine” combined with a pricing engine (controlling key data combinations, such as pricing, offers, discounts, contract and equipment) helps to control screen workflow, resulting in fewer errors and support for complex or simple processes. The driving rules are completely table-based and can easily be configured for a customers need, based upon the nature of the business and enforcement requirements.
Converged information at your fingertips
The ENABIL CEM can be your single source of data for multiple backend billing platforms. While pre-integrated to the ENABIL core billing offering, the CEM can be coupled through WebService integration to any downstream biller. The dynamic workflow and informational display capabilities allow the CEM to interrogate and present data to the CSR from multiple billing platforms.
Our Customer Experience Management product is pre-configured for many lines of business, supporting business such as Wireless, Wireline, IP/ISP, TV, Energy and other subscription services. If your line of business requires configuration, the setup of new service offerings is simple and efficient.
The ENABIL Customer Experience Manager is a complete, out-of-the-box, end-to-end product and supports numerous features, such as:
- Dynamic account creation
- Service offering generation
- Contract Management
- Device / Equipment Management
- Rate plan, discount and add-on feature management
- Spending controls (such as spending caps, deposit management and credit class restrictions)
- Customer contact management – including Notes
- Bill display
- Charge detail search and display
- Bill “in progress” information
- Adjustments and Payments
- Account hierarchy management
- Visual dashboard – Account snapshot
- Multiple account management
Flexible Delivery Options
The ENABIL Converged CEM Platform can be licensed and hosted on your premises or be delivered as a cloud-based managed service.
ENABIL provides the proven technology and systems, best-in-class business processes, implementation expertise and support services – all backed by experienced people – for a total business solution. These advantages, combined with our long-term investments in technology and financial strength, provide our customers with a complete package of dependable cloud based managed services.
All ENABIL customers are provided with a unique release incorporating standard modules as well as configured capabilities specific to their business. ENABIL deploys the core “Out-of-the-box” (OOB) functionality along with ENABIL’s deployment enhancements. Adherence to an OOB deployment is critical for three reasons:
- Reduces the time to implement the initial solution therefore speeding the time to market and improving overall TCO.
- Affords ENABIL the ability to leverage operational synergies across our Managed Application Services customer base therefore reducing the cost to operate the solution on a daily basis and improving overall TCO.
- Protects the investment our customers make by ensuring that future upgrades can be accomplished easily and in a cost effective manner therefore improving overall TCO.
Incremental functionality and unique integrations are added to each deployment making the deployed solution specific to you.
As an organization, ENABIL has more than 25 years of experience serving the Customer and Revenue Management needs of a growing roster of industry-leading Communication Service Providers. With strong financial backing and an extensive community of customers, ENABIL will continue to be a leader of Customer and Revenue Management solutions offered as a cloud-based managed service.