C-CAMS Inc. (Booth 103) has introduced its all-new workflow management module the latest extension of its enterprise suite of customer care and service applications designed for telcos, ISPs and public service/utility providers.
The workflow management module is pre-integrated to its customer care and service solution, and combines trouble ticket/fault, work order and service order management into one tool. The customizable module allows providers to automate many of the routings for trouble tickets, service orders and work orders. Meanwhile, managers can use it to schedule work, assign and transfer tasks, manage employees and resources, and track progress.
The module is designed to offer prompts to users and is a rules-based platform. Users can make changes on the fly and rapidly adapt to new workflow requirements to customize operations, generally without IT support, says the company.
Weve been looking forward to the release of this module, says Alan Merchant, CIO and director of billing at Union Telephone, an ILEC serving Wyoming and parts of northern Colorado and Utah. The beta version was really comprehensive, yet extremely easy to use. We really liked how it was able to seamlessly integrate the existing information from our C-CAMS customer service modules. Everything dovetailed nicely so we always had a complete, clear picture of what was going on from the customers side, the trouble-ticket side, the service-order side and the work-order side.
The module offers a desktop navigation tool that provides an instant, personalized view of a users world and their queue in boxes. Users can immediately access progress information by the type and number of queue tickets open for each job. Queue ticket searches are displayed on a priority and first in/first out basis. Queue catalogs can be viewed by complete queue in box ticket inventory; queue ticket category; specific queue ticket type; or specific queue status within a particular ticket type. Automatic alerts can be built into the system to help managers detect and resolve workflow bottlenecks.
C-CAMS hosted, multitiered, browser-based customer care and service solution offers billing and tracks all service orders, capturing all billable events immediately upon provisioning. C-CAMS originates all customer, account, service and workflow activity in billing, ensuring every billable event is captured and reported. Customer service representatives can directly provision services in seconds.
C-CAMS also provides an application-wide, browser-based GUI that standardizes all processes and transactions, so users can view and execute telephone, cellular, data and Internet services similarly, without having to learn different programs for each media.