|
The PETER-SERVICE SCC selfcare centre is aimed for solving a number of tasks connected with providing a telecom operator's subscribers with interactive interfaces allowing for managing their personal accounts without the operator's assistance. The SCC system allows to avoid unnecessary contacts between the subscribers and the Customer Service department and improve the quality and speed of information services, helps the subscribers to control the correctness of their payments, and gives them direct access to managing their services, rate plans, etc. Thus, the SCC helps increase the customers' trust in and their loyalty to the telecom operator, as well as cut the operator's expenses on serving the subscribers directly.
PETER-SERVICE SCC is designed and realized on the basis of a multi-level distributed architecture consisting of: Apache web server, high-performance PETER-SERVICE HAS application server and the database management system of the PETER-SERVICE BIS billing information system. The high-performance PETER-SERVICE HAS application server forming the nucleus of the system has a built-in support of the HTTP, HTTPS, SMPP and TELNET protocols. Supporting these protocols allows of integrating PETER-SERVICE SCC with other systems functioning in the operator's information environment.
The operator's subscribers can interact with SCC via the following access channels: IVR, WEB, USSD, SMS, WAP, SimToolkit. All the channels use a common user authentication and authorization system, which makes working with this system more transparent and convenient for the subscribers.
All the numerous functions of the system are structured into subgroups accessible to the system user depending on his/her level of access.
By default, there exist the following access levels of the telecom operator's subscribers:
- 1) Read only - a subscriber with this access level is allowed only to view the information on his/her personal account without managing it.
- 2) Manage subscriber - a subscriber entitled to this level of access, apart from all the functions of the "Read only" level, can also use additional functions: manage services, manage service packages, change tariff plan, order report on calls details during a set period, block the subscriber's phone number, manage F&F numbers.
- 3) Manage account - the most functionally complete level allowing the subscriber to manage not only his/her settings, but also other subscribers on his/her personal account. In addition to the functions mentioned above, this level of access entitles the subscriber to viewing the payments, ordering monthly bills, changing the delivery address for regular bills, making conditional payments, managing the bonus account (in case there is a bonus program).
For administering in the SCC system there exist also the levels of access "SCC Administrator" and "Customer Service Department Operator", which include the functions of monitoring and administering the system.
- Multi-channel interactive access to the system.
- High performance rate achieved due to cashing the data on most of the user queries.
- Fault resistance achieved due to reserving the most important subsystems. Cashing the most popular information allows of continuing serving subscribers even in case the BIS database management system is inaccessible.
- Scalability;
- Flexible configuration options.
|
|
