Call Mediate - "The Intelligent Fall-Out Management Solution"
Call Mediate is an fall-out management solution that eliminates most of the manual intervention typically required to correct order fallout. By using Call Mediate, a company's operational expenses can be dramatically decreased by automating the error-handling process. For example, a current customer has reported a savings millions annually, directly attributed to Call Mediate.
The software can be rapidly configured for a company's most frequently used correction scenarios, and used to isolate and define the correction approach for more complex problems. Call Mediate will reduce customer complaints and service calls, while at the same time improving customer satisfaction and retention rates.
Call Mediate
Communication Firms, Service Providers, Cable Companies, Integrated Communication Providers (ICPs), Multiple Systems Operators (MSOs), and New Entrant Carriers (NECs) are always looking for ways to improve the service-fulfillment process. Their challenges are to improve the service they deliver, to improve their efficiency in the service-activation process, and to reduce errors in the process that slow activation, thereby reducing the need for manual rework of service orders by personnel.
The two most common types of errors in the process are orders that did not qualify for flow through and orders that qualified for flow through, but then failed at the switch. Call Mediate takes fallout from automated provisioning systems, automatically corrects the errors, and then resubmits the order to the provisioning system for flow-through, eliminating the need for manual intervention. The system consists of a sophisticated rules-based engine for addressing fall-out. The system also includes interfaces to other Operational Support Systems for researching addressing errors via root-cause analysis.