Cable and Wireless, Jamaica Launches Web-Based Self-Service with US Interactive e2eHub.Business Editors/High-Tech Writers CUPERTINO, Calif.--(BUSINESS WIRE)--Feb. 14, 2002 Enables Cable and Wireless to Provide World Class Customer Service with Integrated Customer Management Integrated customer management (or its acronym, ICM) is a business strategy for improving support by sharing information between discrete departments. ICM brings together three business principles: alignment, agility, and customer-centricity. and Unified Customer View US Interactive, a leading provider of customer management and OSS Oss (ôs), city (1994 pop. 62,141), North Brabant prov., S Netherlands; chartered 1399. It is a significant industrial center. Manufactures include meat products, chemicals, pharmaceuticals, electrical equipment, and metalware. Integration solutions for Service providers, and Cable and Wireless, Jamaica announced the successful launch of Cable and Wireless, Jamaica's web-based Customer self-service, cwOnline with Integrated Customer Management. Cable and Wireless Jamaica is the provider of telecom services in Jamaica, offering domestic and international wire line services, mobile services, and hosting for business and residential customers. Mr. Andrew Lee For other persons named Andrew Lee, see Andrew Lee (disambiguation). Andrew Lee (born July 1, 1986) is a player with the Essendon Bombers in the Australian Football League. of Cable & Wireless, Jamaica, said, "C & W was searching for an integrated customer management solution that could incorporate CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , integration with host-based legacy billing and other OSS systems and web-based self-service for customer management. We needed a solution that could scale to C & W business growth and extend to other C & W properties in the Caribbean region, to streamline customer management operations and to improve customer satisfaction with our quality of service." US Interactive provided us with the right mix of technology, professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. , and flexibility to meet our business as well as technical requirements. The customer management solution deployed by US Interactive for Cable & Wireless, Jamaica included customizing and creating a unified CRM desktop for Customer Support representatives, integrating CRM with host-based Billing and other OSS systems using US Interactive's e2eHub software; integration of CRM with CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. & IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. systems and web-based customer self-service connecting to Integrated CRM, Billing systems. US Interactive has implemented the solution at C & W Jamaica as well as Barbados. US Interactive CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Vinay Deshpande said that the company's focus on Communication Service Provider industry and the delivery of solutions that serve real, mission-critical business needs enables US Interactive to deliver superior value to its Service provider customers. "Our experience with Cable & Wireless is a perfect example of our ability to get the right solution to the customer -- in terms of performance, faster `time to market' and at a substantial cost savings." About Cable & Wireless, Jamaica In 1988 Cable & Wireless Jamaica Limited replaced Telecommunications of Jamaica Limited as the sole provider of the island's domestic and international telephone services. Cable & Wireless Jamaica currently has exclusive responsibility for the provision of all international telephone services throughout the island -- under a license granted by the Jamaican Government. The company is an 82% subsidiary of Cable & Wireless plc. The other 18% is owned by members of the public. About US Interactive US Interactive(R) is a leading software and services company that focuses on providing customer management and OSS Integration solutions to Communications and Information Service providers. US Interactive has more than 20 production deployments of e2e Solutions and has worked with leading Communications and Information Service providers in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe, Asia, Australia and Latin America Latin America, the Spanish-speaking, Portuguese-speaking, and French-speaking countries (except Canada) of North America, South America, Central America, and the West Indies. . Its clients have included such companies as Cable and Wireless, Bell South, Viag Interkom, Digex and Mannesmann. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion