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Frameworx Process: Ensure Customer Interface Capability

Category: (4) eTOM Process Type

Process Identifier: 1.3.1.1.1

Original Process Identifier: 1.1.1.22.1.1

Maturity Level: 4

Description

Not used for this process

Extended Description

elementEnsure that there is capability (for example, information, materials, systems and resource) so that the Customer Interface Management processes can operate effectively when a contact with a customer occurs. Examples are information on how to handle unusual requests based on temporary situations, systems needed to accept and track customer contacts, requests for the provisioning of additional resources where it has been identified that current levels will impact on timely contact handling. These processes are responsible for implementing generic and specific changes to customer interfaces. This support includes localization support and personalization support, and it could be in updating agent scripts, IVR announcements, Web pages, etc. Customer Interface Support processes keep up to date all information concerning customers.

Explanatory

Not used for this process element

Mandatory

Not used for this process element

Optional

Not used for this process element

Interactions

Candidate Explanatory

Examples are information on how to handle unusual requests based on temporary situations, systems needed to accept and track customer contacts, requests for the provisioning of additional resources where it has been identified that current levels will impact on timely contact handling. This support could be in updating agent scripts, IVR announcements, Web pages, etc.

Candidate Mandatory

Ensure that there is capability (for example, information, materials, systems and resource) so that the Customer Interface Management processes can operate effectively when a contact with a customer occurs.These processes are responsible for implementing generic and specific changes to customer interfaces. Customer Interface Support processes keep up to date all information concerning customers.

Candidate Optional

Not used for this process element

Candidate Interactions

Not used for this process element

(4) eTOM Process Type Ensure Customer Interface Capability

Appears on these diagrams:

Issues


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:21