ADC unveils first fully integrated web-based convergent billing and customer care platform
Added: (Tue Mar 06 2001)
Pressbox (Press Release) -
Singl.eView(TM)Web Enables Customers to Securely Manage and Pay Bills, Order Services and Engage in Self Care Via the Web
MINNEAPOLIS - March 6, 2001 - ADC (Nasdaq:ADCT; www.adc.com), a leading global supplier of fibre optics, network equipment, software and integration services for broadband, multiservice networks, today announced Singl.eView(TM) Web, a new application for its Singl.eView platform. Singl.eView Web creates the first fully integrated Internet-based convergent billing and customer management solution that service providers can deploy in approximately 30 days. With its electronic bill presentment and payment (EBPP) and self-care capabilities, Singl.eView Web enables customers to pay bills, access account information and order new products and services in a secure online environment.
Singl.eView Web is designed to help communication service providers (CSPs) save money as it reduces demand for costly paper-based billing and lowers call centre expenses with its easy-to-use Web-based customer interface. It may also help CSPs grow their customer base and increase revenue by providing customised marketing capabilities and a platform for reaching a global market more easily than through traditional advertising campaigns.
"Many Customers want more control over their account information and they want to pay their bills online," said Larry Barker, president of ADC Software Systems Division. "Singl.eView Web gives customers a secure platform to manage and pay bills, order products and services and engage in self-care from their desktop or mobile phone any time of day. Giving customers that ability helps CSPs build loyalty, increase revenue and reduce operational costs to stay competitive."
By integrating Singl.eView Web with Singl.eView's convergent billing and customer management applications, ADC offers CSPs a clear time-to-market advantage in deploying a state-of-the-art, Web-based EBPP and self-care solutions. This integration also helps reduce a CSP's total cost of ownership for a quicker return on investment. Furthermore, the Singl.eView suite easily integrates with operational support systems (OSSs), so CSPs can seamlessly link everything from Web-based applications to customer relationship management (CRM), network management and enterprise resource planning systems.
"Web-based self care helps service providers differentiate themselves with improved customer care and timely access to account information," said Larry Goldman, senior analyst for RHK's Telecom OS Service. "This type of interface is most valuable when integrated with the service provider's billing and product ordering systems, as targeted by ADC's Singl.eView Web product."
Empowering the customer
With Singl.eView Web, customers now have the convenience of choosing the most efficient way to interact with their CSP using any Web-accessible device. Singl.eView Web's self-care capabilities allow customers to go online and access detailed product and service data, update their contact details, request information about a product or service, interact with a customer service representative (CSR), or request a phone call from a CSR. Customers can also review and manage their account transaction history to ensure their CSP has credited them for payments made on time and double check any questionable charges. Singl.eView's customer management application tracks and manages all of the Web self-care interactions, to ensure a unified, single view of the customer across all channels.
Singl.eView Web's user -friendly interface lets customers easily analyse billing information by such factors as time period or usage and understand their CSP charges. Customers can also obtain the most current unbilled usage information, such as remaining wireless plan minutes, and view online graphs that allow them to better manage usage. Customers who want more detail can drill down, sort and track their billing information online and find such detailed information as quality of service (QoS) discounts for each voice over Internet protocol (VoIP) call within a given time period.
Singl.eView Web is a powerful tool for business customers, enabling enterprise managers to examine and control telecommunication costs. XML integration enables enterprise customers to download blocks of usage or billing information into their own applications so they can analyse patterns over time. Enterprise customers can also study account hierarchy -- usage among different departments -- to effectively manage communications spending.
CSPs can use Singl.eView Web to develop targeted marketing programs that trigger customer upgrade and new service. For example, when a customer orders streaming video online, Singl.eView Web can automatically trigger advertisements for other pertinent services such as VoIP or the newest wireless offering. Customers can track the status of all online orders via the Web.
Singl.eView Web ensures the online security of customer transactions and a CSP's vital business information with the latest encryption, authentication, authorisation, and auditing technology. This ensures online assurance and trust, which ultimately helps sustain customer loyalty.
Singl.eView Web is flexible enough to meet a CSP's specific business model or competitive strategy. For example, Virgin Mobile Australia (VMA) extended Singl.eView Web's EBPP and self-care features to enable prepaid customers to increase their plan balance with a credit card online. VMA also uses Singl.eView Web to generate reservation orders and to inquire about service balances. The system's inherent flexibility ensures a CSP can configure both the Web presentation and underlying business logic rapidly, so companies like VMA can easily add and change services to respond to ever-evolving market conditions.
Singl.eView is an integral part of Singularit.e(TM), ADC's suite of products, services and enterprise application integration (EAI) connectors that allow CSPs to build open, end-to-end OSSs to compete more effectively in the broadband era. Singularit.e is a pre-configured solution that automates key OSS processes by combining real-time convergent billing, advanced customer management, service assurance and service fulfillment technology with integration services from leading consulting companies.
ADC is The Broadband Company(TM). ADC's fiber optics, network equipment, software and integration services make broadband communications a reality worldwide by enabling communications service providers to deliver high-speed Internet, data, video and voice services to consumers and businesses. ADC (Nasdaq:ADCT) has annual sales of more than $3.4 billion and employs approximately 21,000 people worldwide. ADC's stock is included in the Standard & Poor's 500 Index and the Nasdaq-100 Index. Learn more about ADC Telecommunications, Inc. at www.adc.com.
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