Category: (2) TAM Application Type
Application Identifier: 5.4.3
Maturity Level: 4
Overview
Customer self empowered billing applications provide an
internet technology driven interface to the customer to undertake a variety of
billing functions directly for themselves. These applications interact to
provide fully automated service or assisted service over customers touch points.
Customer self empowered billing applications enable the service providers cost
reduction through the following operational efficiencies:
- Replacing paper bills with paperless bills
- Converging the multi- disciplinary billing operations
- Deflecting bill queries calls from the contact center to
the web
- Automating the dispute resolution process
- Reducing days sales outstanding (DSO)
- Reducing requests for bill prints
- Reduction in professional personnel providing analytics
for business customers
- Reduction in interest loss due to delayed
payments
Functionality
Self empowered billing applications include the following
web based features:
- Bill view
- Unbilled charges view
- Usage view
- Payment capture
- Dispute capture and resolution
- Usage and charges comparison
- Penalties view
- Address book driven usage view
- Split statement for demarcation between calls
- Calls assignment for classification of usage
- Reports on usage and charges
Corporate customers should benefit from additional features
as required for their daily tasks:
Cost center analysis
Customer hierarchies driven billing operations
Organizational reports on usage and charges
Organizational approval process (such as for payments and
disputes)
Supported Business Services
