Call Verify - "The Intelligent Service Assurance Solution"
Call Verify is a service assurance solution that improves service order provisioning accuracy and fulfillment, billing accuracy and verification, and inventory accuracy. Call Verify catches provisioning errors before the customer does, through the automated comparison of the service order against the features or services accounted for in the network element. It also provides a report of order exceptions on a daily basis, so that changes can be made before the customer notices and reports the problem.
Call Verify compares current service order information on their due dates with related data in the order. Discrepancies, if any, are reported in real time, allowing immediate correction before the customer is adversely affected.
Call Verify
Communication Firms, Service Providers, Cable Companies, Integrated Communication Providers (ICPs), Multiple Systems Operators (MSOs), and New Entrant Carriers (NECs) typically have many Operational Support Systems (OSS), including billing, service order, provisioning, and inventory systems. These systems, often provided by different vendors with limited integration, require service provider staff to rework customer orders and synchronize separate OSS systems manually. Multiple changes to an order also cause delays in updating the billing system, so the information is not always corrected before the new bill gets to the customer.
As a result, these carriers find themselves under increasing pressure to increase customer loyalty while striving to lower operational costs. Carriers are expected to activate new or changed services quickly and accurately. If they fail to do this, they are usually confronted with customer-reported problems. Often, mistakes are caused by inaccuracies in databases or by inexperienced personnel. Regardless of the origin of the problem, customer satisfaction is negatively affected and costs increase.
Service providers usually find out about service fulfillment or billing errors when a customer calls to report a problem. Call Verify's main task is to catch those errors before the customer does, through the automated comparison of what is on the service order with what is provisioned in the network element or what is being billed. Call Verify provides a report of "mismatches" on a daily basis, so carrier staff can make necessary changes before the customer calls Customer Service to report a problem.
Call Verify is a modular platform that can be designed and implemented to address the unique needs of each communication provider. With Call Verify:
- Service orders can be compared to switch technologies, multi-service platforms, voicemail and AIN databases, billing systems, inventory systems, etc.
- Client records are audited with other operational databases for remedial action
- Errors are translated to English descriptions for easy analysis
- A user-controlled switch verification release schedule is included
- Corrected errors are re-verified to ensure against defects