AUTOMATED DIAGNOSTICS AND GUIDED TROUBLESHOOTING
Cempresso Customer Care is a new-concept software platform for customer support process automation and knowledge management. It provides automated background investigation and root cause analysis, 360 service visibility, as well as unique automatic remedy and guided support concept via various channel interfaces.
Powerful and Comprehensive
Diagnostics and Troubleshooting Tools
Cempresso Customer Care is based on a carrier-grade, scalable, multitenant architecture and is integrated with all elements involved in the service delivery chain, including customer devices (CPEs).
A unique domain approach enables Cempresso to be used as a unique and comprehensive end-to-end service assurance platform for all types of telecom services and infrastructure elements (fixed, mobile, etc.).
Agent-Assisted Care: Easy-to-use, intuitive customer support agent dashboard with step-by-step guidance. Automated troubleshooting workflows lowers skills requirements for CSR and technical staff.
Multi-channel Self Care: Workflow driven, guided support flows (web, mobile apps, chatbots) that empower subscribers and offloads customer support center.
Flexible platform management: New concept of simplified platform management which brings more efficient and faster project implementation timelines
Troubleshooting session analytics: Advanced and powerful care sessions analytics capabilities that provide valuable and actionable insights about customer care process
Multiple Domains and Channel Interfaces
SINGLE SOLUTION ACROSS MULTIPLE CHANNELS
- Customer support agent dashboard with step-by-step guidance
- Subscriber self-service web and mobile application
- Subscriber self-service over chatbots on various social apps (Facebook, Viber, etc.)
- Field technician troubleshooting via web and mobile consoles
- Interactive voice response (IVR) call center application
- NBI interface for integration with other OSS/BSS systems
SINGLE SOLUTION ACROSS ALL SERVICES AND INFRASTRUCTURE DOMAINS
- Fixed: xDSL, FTTx, DOCSIS, WiFi, etc.
- Mobile: 3G, 4G, LTE, etc.
- Services: Internet, Voice, IPTV, OTT Apps, etc.
Automation of Complex Troubleshooting Processes
CEMPRESSO‘s flexible design studio for implementation of business process logic enables fast creation and deployment of complex troubleshooting flows in an easy-to-use drag-and-drop interface
- Everything in CEMPRESSO is managed through workflows
- No business logic implemented in application code
- Design process flow once and simply deploy it on all channels (CSR console, mobile app, chatbot, etc.)
Engage Your Customers Trough Cempresso Chatbot Channel
- Create chatbot to automate communication with subscribers via various messaging apps like Facebook, Viber, SMS, web etc.
- Enhance the customer experience through channels available instantly, anytime and anywhere (i.e. there is no need for dedicated mobile app.)
- Leverage Cempresso capabilities and seamlessly incorporate machine-to-machine interaction chatbot flows (e.g. home device management)
- Consistent customer interaction history that involves all channels (e.g. CSR console, self-care app, chatbot, etc.)