FAIRFAX, Va.-American Management Systems has introduced what it says is the first Internet-based customer care and billing tool for telecommunications companies.
AMS said its UNIView application links a carrier’s World Wide Web site to its back-end databases to provide key account and service information to businesses.
“Our telecommunications clients and their customers are extremely interested in using the Web for customer service,” said John Devolites, AMS senior consultant. “A large number of businesses already have Internet access. With UNIView, we’ve broken new ground by harnessing the power of the Web to allow carriers to bundle customer care and billing for business customers with Internet access.”
AMS said the application will allow carriers to offer secure access to a wide range of customer-specific information such as current and previous invoices, payment history, call detail records that can be downloaded, trouble reporting and tracking and answers to frequently asked questions.
Reduced call center workload, increased customer loyalty and reduced paper and postage costs for customers receiving invoices via the Web are some of the benefits for carriers, said AMS.
AMS said it designed the application to support security measures ranging from password access to digital passcards.
The company provides billing systems to AirTouch Communications Inc., United Kingdom-based Cellnet, Microcell of Canada, PTT Telecom of the Netherlands, Swiss PTT Telecom and Telia AB of Sweden.
