Ericsson.com

Unified Workstation

Complete Customer Experience Management for CSRs

Unified Workstation directly integrates with Customer, Order, Quote and Inventory Management, among others, to provide a single Call Centre Desktop solution.

Business Challenge

  • Multiple B/OSS systems and channels, managed by different and disparate systems – lack a unified view to make key real-time, immediate business decisions and recommendations
  • Ineffective CSP business decision-making and services visibility – slow delivery, poor customer impression and lack brand loyalty

Overview and Benefits

  • A complete Customer Lifecycle Management (CLM) workstation that provides integrated customer information from inception to retirement, paired with real-time intelligence to make immediate business decisions and up-sell / cross-sell recommendations.
  • Flexible, highly robust, product designed to drastically improve CSR performance, customer engagement, and loyalty.
  • Increase CSR customer response and significantly improve CSR training time – from months to days.
  • Rapid configuration-based integration – access, capture, organize, and optimize information, with complete control over the customer experience.
self-care

 

 

 

 

Powerful web-based customer self-management

 customer information management

 

 

 

 

Intelligent customer information tied to services

 service inventory

 

 

 

 

Determine, analyze, grow and drive customer subscriptions

 call center solutions

 

 

 

 

Complete customer experience management for CSRs

Read more about ConceptWave Rapid CRM and ConceptWave Order Care® portfolios of products.