Customer Service And Support Page: 1

1. A flash report anytime the customer summary screen is accessed for a high value segment (2 product(s) support this feature)
2. Ability for a person in the organization to view and update the status of a proactive contact (3 product(s) support this feature)
3. Ability for a person within the organization to view his or her schedule of proactive contacts status of contacts and the reason for contact (3 product(s) support this feature)
4. Ability for a user with proper privileges to query customer information using variable criteria such as zip code NPA-NXX and number of lines installed (3 product(s) support this feature)
5. Ability for CSAs to escalate the customers diagnosed trouble for a technician or other party to resolve (1 product(s) support this feature)
6. Ability for CTI to use Service Level Agreement SLA information if available in order to determine whether a particular customer should be moved up in the queue (2 product(s) support this feature)
7. Ability for customer representatives to view a customers loyalty program earnings for the previous month (2 product(s) support this feature)
8. Ability for each bill to have multiple services from different product lines (2 product(s) support this feature)
9. Ability for escalation procedures to be driven by multiple parameters such as timing service level agreement and priority (1 product(s) support this feature)
10. Ability for the credit-checking tool to access a commercial credit tracking database or credit bureau to rate customers allowable spending limits (1 product(s) support this feature)
11. Ability for the CSA to access a customers current and past two customer configurations products and services to quickly assist the diagnostic process (2 product(s) support this feature)
12. Ability for the CSA to display the current status of any outstanding customer trouble tickets a complete historical list of all transactions as well as information regarding the customer trouble report and its status (1 product(s) support this feature)
13. Ability for the CSA to view and restrict all customer details including the status of the account and service availability (1 product(s) support this feature)
14. Ability for the CSA to view customer contracts and associated service level agreements SLAs (1 product(s) support this feature)
15. Ability for the CSA to view detailed information and current status of outstanding network fault reports linked to customer trouble tickets (1 product(s) support this feature)
16. Ability for ustomer representatives to view a list of available literature and to enter and process literature requests from the customer (1 product(s) support this feature)
17. Ability to access bill information through circuit ID (1 product(s) support this feature)
18. Ability to access bill information through customer ID (1 product(s) support this feature)
19. Ability to access bill information through customer name (1 product(s) support this feature)
20. Ability to access bill information through document number (1 product(s) support this feature)
21. Ability to access bill information through IP address (1 product(s) support this feature)
22. Ability to access bill information through telephone number (1 product(s) support this feature)
23. Ability to access to bill information through document-date-of-issue (1 product(s) support this feature)
24. Ability to customize batch processes through a GUI by changing the query criteria (2 product(s) support this feature)
25. Ability to provide a flash report on churn potential for a low likelihood to churn (2 product(s) support this feature)
26. Ability to rebill (1 product(s) support this feature)
27. Ability to sort and view accounts for sales territories using variable criteria (3 product(s) support this feature)
28. Access and update customer account and enterprise databases (1 product(s) support this feature)
29. Access date and time of bill payment (1 product(s) support this feature)
30. Access demographic and firmographic information automatically via various external data sources (3 product(s) support this feature)
31. Access detailed product information online (2 product(s) support this feature)
32. Access loyalty program history and information when talking to a customer (2 product(s) support this feature)
33. Access payment history through bill inquiry functions (1 product(s) support this feature)
34. Access to frequently asked questions and a searchable interactive solution knowledge base (3 product(s) support this feature)
35. Access trouble ticket information governed by security passwords based on user type area and trouble type (1 product(s) support this feature)
36. Activity management tools to analyze staff or customer tasks (2 product(s) support this feature)
37. Add a customer at any level of customer hierarchy to a campaign (3 product(s) support this feature)
38. Add activities to the resolution process by users with appropriate privileges (1 product(s) support this feature)
39. Add and modify business rules through a GUI (1 product(s) support this feature)
40. Add and update demographic or firmographic information for an account (3 product(s) support this feature)
41. Add notes reflecting date time department reason code and user to a customer record (2 product(s) support this feature)
42. Adjust approval via a second user if the adjustment is outside of a company-defined threshold for the user (1 product(s) support this feature)
43. Adjust billing cycles depending on payment frequency (1 product(s) support this feature)
44. Adjust individual call record rates discounts and taxes based on manual calculations and available linked data (1 product(s) support this feature)
45. Adjust individual call records and recalculate a past bill (1 product(s) support this feature)
46. Advanced registration of billing with a future date in accordance with a customers hierarchy change plan (2 product(s) support this feature)
47. Alert the CSR of the customers password or other account security measure (2 product(s) support this feature)
48. Allow viewing online equipment images so a user may describe the functions and features with a customer over the phone (2 product(s) support this feature)
49. Allows creating and updating trouble ticketing (1 product(s) support this feature)
50. Allows maintaining a log for customer contacts (4 product(s) support this feature)