Unified Workstation | ConceptWave

By: Conceptwave  09-12-2011
Keywords: LifeCycle Management, Experience Management

Complete Customer Experience Management for CSRs

Unified Workstation directly integrates with Customer, Order, Quote and Inventory Management, among others, to provide a single Call Centre Desktop solution.

Business Challenge

  • Multiple B/OSS systems and channels, managed by different and disparate systems – lack a unified view to make key real-time, immediate business decisions and recommendations
  • Ineffective CSP business decision-making and services visibility – slow delivery, poor customer impression and lack brand loyalty

Overview and Benefits

  • A complete Customer Lifecycle Management (CLM) workstation that provides integrated customer information from inception to retirement, paired with real-time intelligence to make immediate business decisions and up-sell / cross-sell recommendations.
  • Flexible, highly robust, product designed to drastically improve CSR performance, customer engagement, and loyalty.
  • Increase CSR customer response and significantly improve CSR training time – from months to days.
  • Rapid configuration-based integration – access, capture, organize, and optimize information, with complete control over the customer experience.

Read more about and portfolios of products.

Keywords: Experience Management, LifeCycle Management

Other products and services from Conceptwave


Catalog Management | ConceptWave

Leveraging ConceptWave’s metadata-driven approach, Catalog Management allows for consistent configuration and refinement of complex and interrelated product definition, order management and fulfillment functions, without lengthy release cycles and recoding.


Service Registry | ConceptWave

Service Registry provides a highly flexible repository that is able to hold a client’s Product, Service and Resource information. Current converged product-offer deployments are slower than what customers demand. Mine, Analyze, Grow and Drive Customer Subscriptions. Read more about and portfolios of products.


ConceptWave Rapid CRM | ConceptWave

ConceptWave Rapid CRM portfolio spans Customer Lifecycle Management – geared to ignite your CRM experience, quickly monetize your product lines to market, make customers clamor around your CSP offers and enable you to drive and manage your customer experience.


Customer Information Management | ConceptWave

Customer Information Management integrates with Order Management, Quote Management and Service Inventory for a real-time 360 degree view of the Customer and its activities. Powerful gateway interface to launch tasks, processes, look-ups, real-time changes, and validations. B/OSS environments lack complete, relevant and informative profiles of the Customer.


Conceptwave Order Care® | ConceptWave

In an arena where order processing can account for up to 60% of the cost of goods sold, ConceptWave’s Commercial Off-The-Shelf solutions provide CSPs with a measurable gain in Average Revenue Per User and productivity, as well as significant improvements in cost and customer experience.