Customer Communication Features and Functions

• Effective management of inbound and outbound communications via various communication channels


• Tracking of open customer inquiries and prioritize inquiries based on inquiry type, customer treatment and inquiry date


• Provision of information on a customer's status, including whether their account is active, selected for credit control, disconnected, terminated or subject to legal action


• Route contacts to a relevant team based on the nature of the contact


• Scripting, in order to streamline and make consistent all external verbal communications


• Addition, definition and configuration of new standard letters without the need of vendor support


• Recording of the customer's preference for English or other language output


• Changing of the preference for English or other language at any time


• Production of all printed output and correspondence for the customer in the chosen language


• Mechanisms to automate messages to any media types (e-mail address, mobile number [for SMS contact] or any other media) corresponding to the customer hierarchies


• A set of standard letters, such as a welcome letter