Frameworx Application: Customer Service Representative Toolbox

Category: (1) TAM Application Type

Application Identifier: 5.6

Maturity Level: 4

Overview

Customer Service Representatives (CSRs) play critical roles in shaping the customer experience. CSRs are increasingly expected to drive not just service and satisfaction, but revenue opportunities through customer interactions, as well as handle interactions across multiple channels – email, web chat or phone. CSRs need the right information at the right time, every time, to handle interactions quickly and effectively. CSRs must be empowered with the tools necessary to efficiently and effectively handle every interaction the right way, in a personalized manner.

The CSR toolbox addresses this need for rich interactions with the customer, comprising of applications from the Fulfillment, Assurance and Billing domains. The CSR toolbox provides additional functionality in a common look and feel across the applications – and is not simply a convoluted assembly of applications and processes across siloed systems.

The CSR toolbox is optimized to the CSR’s needs; the user interface and controls provide easy access to key customer information whenever needed. It integrates all of the disparate, siloed applications the CSR needs to work with. It delivers real time, always-in-context guidance to the CSR during an interaction, as well as navigates the CSR through business processes as they move field by field across different systems and interaction steps.

Functionality

• Single sign-on – Provides single sign-on across applications in the toolbox.

• Centralized data entry – Updates information in one system and automatically populates it to all other systems (if there is a need to overcome data duplication).

• Customer information dashboard – Displays relevant customer information, such as name, account and lifetime value on a persistent customer dashboard.

• In-Context, configurable, workflow-driven navigation – Through means such as configurable business processes, automatically drives the CSR workflow and screen navigation according to the context of the customer interaction and other customer profile information across all applications used.

• CSR guidance – Complementary to in-context, configurable navigation, CSR guidance intelligently guides the CSR through the interaction. Guidance can span any subject—cross-sell, up-sell, retention, service and support, quality or training

Note that any mixture of the above two functions can coexist.

• Embedded actions – Embedding desktop controls with APIs or service calls to other systems as a means to process activities such as invoice generation, device activation, and other back-office activities.

• Launch in-context Common Actions – Configurable, short-cut buttons that launch key applications and functions for streamlining actions a CSR commonly performs. (e.g. create a case, prepare an order, update an address)

• Conversational scripting – Displays recommended text and scripting to guide agents in specific conversations/dialogue tailored to each customer interaction. Also provides branching based on customer answers.

Supported Business Services

(1) TAM Application Type Customer Service Representative Toolbox

Appears on these diagrams:

• 5. Customer Management Domain
• 5.6 Customer Service Representative Toolbox
• Frameworx Application Diagram
• Mapping Index

is a more detailed diagram for the

• 5.6 Customer Service Representative Toolbox

Frameworx Domains (Horizontal)

• Customer Domain

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