In Telecommunications for Service Management (TSM), we've added significant feature enhancements that empower employees and increase market agility.
In the Utah release for Telecommunications Service Management (TSM), the Configurable Workspace functionality and visualization are enhanced, improving front, middle, and back-office employee experiences. The product catalog experience and horizontal relationship are enhanced, driving down operational costs and simultaneously improving customer and employee experiences.
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360° customer view
Agents have limited business context when resolving issues and need to swivel-chair between multiple teams and systems for a full customer view. A 360° view of customer accounts empowers support teams to
- Quickly understand the business context, including key contacts, contracts and products sold
- Assess account health from CSAT score, escalations, and SLA achievement
- View and analyze operational trends
- Open and action tasks records
- Open related major incidents and cases and knowledge articles
360°customer view
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Enhanced product catalog experience
Product catalog managers have to navigate multiple unlinked screens to manage product offerings, related entities, and overall product hierarchy. A unified hierarchical visualisation improves product catalog experience with a single configurable workspace to:- Manage, visualize, and track product offerings and their components in a single configurable workspace
- Visualize hierarchical product topology and dependencies and drill down to details
- Quickly update product definitions (bundles, characteristics, pricing, technical capabilities, etc.) to respond to evolving market dynamics
Single Configurable Workspace
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Enhanced horizontal relationship
Product catalog managers need to easily define dependencies between products and services to ensure order accuracy. With enhanced horizontal relationship, catalog managers can now manage product, service and resource dependencies via APIs, UI and in-flight change process.- Manage inclusive and exclusive peer-to-peer dependencies between products, services, or resources or resources via APIs
- Identify related items that are impacted by change or disconnect orders
- Enable agents to review, update or remove related items for change or disconnect orders
- Enable agents to create new orders with related items
- Support in-flight revisions of related item
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