BeeFiber BSS 360°

Customer Management (CxM): sales and care for B2X

Beefiber for FTTX services for Fiber allows a True Customer 360º view with information (both from the platform and received from other systems such as OCS, ERP …) of: Sales, Installed Services, Interactions, Insights, Tickets, Orders related to the customer’s account.
 

• Beesion CRM Care provides functionalities for customer management in the different channels served (sales network, call center, Back Office)
• It allows the execution of post-sale and service use cases (service changes, inquiries, administrative changes …)
• Allows integrated management with BPM workflows, mailboxes, service queues, with control of flow activities
• Provides Level 1 ticketing (incidents) functionalities with typified case registration, attention by workflows and queues, control of resolution SLA, referral between attention queues, problem management and escalation by API integration to other levels of attention.

Order Management (COM & SOM):

full orchestration

Beefiber for FTTX services for Fiber allows through Beesion Order Manager (OM) will oversee decomposing and orchestrating the execution of the requests received from the API Gateway through REST / SOAP interfaces.
 

• Native integration with Beesion EPC (catalog) in a catalog-driven architecture
• The module integration with Billing
• The Reception and Validation Modules will manage the validation of CRM requests
• The Orchestration will be carried out according to specific business processes, with three phases: Decomposition of the Order, Fulfillment, and Notifications
• The control of the execution of the order will be carried out with the modules of: Visibility, Error Management, and Monitoring
• Develop New Customer Care Processes or Change Existing Ones Without Code
• Manage Customer (COM) and Service (SOM) related activities, each one with specific responsibilities and clear separation

Tracks physical inventory

Network Incident Management

Route Large Volumes of Tickets Efficiently

• Address claims from multiple channels easily – centralize claims from online, call center,  email, chat apps, etc. – and then direct the response to the most qualified representative. Send the response back through the same channel.
• Manage representative workload by assigning cases according to reps’ skills, pending case queues, language, and more.
• Integrate with Artificial Intelligence to detect the contents of tickets that aren’t easily understandable and route them to the right place.
• Merge cases related to a common root cause, like a wireless service outage, and then send mass notifications.
• Manage multiple tickets in bulk – set up business rules to automate how a supervisor handles tickets for closing cases, triggering alarms, deleting duplicates, etc.

Resolve Claims on the First Contact

• Ensure the most expert advice by interfacing directly with your knowledge base, Product Catalog, and other content. Easily grow the databases.
• Expedite complex cases with a rules engine to route multi-task tickets to the most qualified reps, helping to ensure the shortest possible resolution time.
• Integrate directly with back-end systems to diagnose problems and fix them immediately
• Integration with OSS to identify network outage issues, and other potential spikes in claims. Pre-empt subscriber calls with mass notifications, until the outage is resolved.