Telecommunications

Home page > Solutions > Telecommunications >

Business Process Guidance

For the Telco CSR

	SupportPoint supporting multiple applications on the desktop. Click to enlarge

Telco customer service representatives (CSRs) are challenged by a mix of complicated and siloed applications and constantly changing complex policies, procedures and product knowledge.

That is why contact centers struggle with:

Poor first call resolution rates
Large internal help desks
Lack of CSR adherence to processes
Inaccurate information to customers

Panviva’s Business Process Guidance (BPG) system – SupportPoint, addresses this problem by dramatically improving contact center efficiency and quality leading to an improved customer service experience.

SupportPoint is a GPS for the desktop. It identifies the CSR’s role and delivers the right information in real-time. SupportPoint recognizes where your CSRs are in a process (which application screens they have open), then guides them step-by-step to the desired outcome for each call.

Case Study - British Telecom

British Telecom (BT) have streamlined their service provisioning process, reduced error rates and improved customer satisfaction by implementing SupportPoint Business Process Guidance.

Watch an interview with Daryl Szebesta, Director of Service Delivery, BT.

Home I Solutions I Products I Customers I Partners I Resources I Media Room I About Us I Contact Us I Site Map