Handle Large Volumes of Telecom Claims

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

Plus much more