Powerful tools for responsive customer care and service
Customer care representatives using Go360™ Customer Care have everything at their fingertips when customers report incidents, emergencies, or schedule a service connect / disconnect when customers move.
As representatives take calls, they can identify the customer, view account information along with complete account history on screen. It also provides representatives with a real-time view of on-going incidents, disruptions, or service outages within the area, useful information that can be communicated back to the customer.
When fully integrated within Go360™ LiveOps, Outage Management System (OMS), it provides utilities with a streamlined call taking process combined with real-time interdepartmental communications. A report is created in the system and the OMS calculates the location of the ‘fault device’, at the same time identifying other customers who are potentially affected. Control room operators confirm the outage within the OMS and the information gets pushed back to customer care.
This information is very useful to the customer care representative as they search a customer who is part of a known service outage – they are provided with a message across their screen. The outage can also be seen on various maps in real-time.
Go360 Customer Care makes communication between customer care reps and control room operators more effective by integrating both systems and eliminating the amount of ‘paper procedures’.
Customer care representatives can provide better customer support by letting customers know important facts such as the cause of the service outage, the time it occurred, and the estimated time of service restoration, to better manage customers’ expectations. An automatic customer call back can also set at the time of the initial call.
Outage location information gets pushed to a Go360™ Outage Map and posted on the public website giving any customer visiting the site a better picture of the location of the outage, the extent of the on-going outage, an estimated time when service can be restored, and any other updates.
AGSI’s Go360™ Security Engine is a proprietary system that continuously runs checks and balances in the background to protect data, control user access, and ensure user authentication. The Security Engine is a fundamental component of all Go360 applications, entrusted by many data sensitive organizations.