ConnectCare 360
Empowering Exceptional Telecom Customer Experiences
Overview
In the hyper-competitive telecommunications market, customer loyalty is won or lost in the support center. ConnectCare 360 is a comprehensive, web-based customer care platform meticulously designed for telecom operators to empower their support agents, streamline resolutions, and turn every customer interaction into a positive experience. The platform provides a unified, intuitive interface consolidating all essential customer information and resolution tools into a single pane of glass.
Key Features
360ยฐ Customer View
Complete customer profile with real-time data
Browser-Based Platform
Secure web application accessible from any location
API-First Integration
Seamless integration with BSS/OSS, CRM, and billing systems
Cloud-Native & Scalable
High availability with dynamic scaling for peak hours
AI-Powered Knowledge
Semantic search for instant agent support
SLA Monitoring
Real-time KPI tracking and performance alerts
Modules
Unified Agent Dashboard
The core of the platform, providing a holistic view of the customer journey
- 360ยฐ Customer Profile with complete snapshot including personal details, subscription plans, billing history, and service status
- Interaction & Activity Logs with chronological timeline of all customer interactions and agent notes
- Real-time Usage Data for voice, SMS, and data consumption to diagnose issues accurately
Problem Resolution Toolkit
Powerful tools enabling agents to diagnose and resolve issues in real-time
- Financial Adjustments: locate and rectify lost prepaid refills, provide detailed bill explanations, apply credits and discounts
- Service Management: guided workflows for network connectivity, service activation, and configuration
- Ticketing System Integration: create, assign, track, and resolve support tickets seamlessly
Intelligence & Performance Suite
Embedded intelligence to ensure consistency, quality, and continuous improvement
- Integrated Knowledge Management with AI-powered semantic search for instant answers
- SLA Monitoring with real-time KPI tracking (AHT, FCR, CSAT) and configurable alerts
- Reporting & Analytics for agent performance, common issues, and contact center efficiency
Interested in This Solution?
Contact us to learn more about how this product can benefit your business.
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