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Frameworx Process: Support Customer Interface Management

Category: (3) eTOM Process Type

Process Identifier: 1.3.1.1

Original Process Identifier: 1.1.1.22.1

Maturity Level: 4

Description

Ensure that all information, materials, systems and resources are available so that the Customer Interface Management processes can operate effectively, when a contact with a customer occurs.

Extended Description

The purpose of the Support Customer Interface Management processes is to 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. 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 could be in updating agent scripts, IVR announcements, Web pages, etc. Customer Interface Support processes keep up to date all information concerning customers. These processes undertake trend analysis on customer contacts, e.g. type, frequency, duration, outcome.

Explanatory

Reserved for future use.

Mandatory

Reserved for future use.

Optional

Reserved for future use.

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

The purpose of the Support Customer Interface Management processes is to 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. These processes undertake trend analysis on customer contacts, e.g. type, frequency, duration, outcome.

Candidate Optional

Reserved for future use.

Candidate Interactions

Reserved for future use.

(3) eTOM Process Type Support Customer Interface Management

Appears on these diagrams:

is a more detailed diagram for the

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 22:18