Mobile and IP #Centrex Service Strategies: Templates for Success Part 9 – Customer Self-Service

While it is essential to offer users flexibility and options for the services that they consume, the way in which they can control these options is sometimes overlooked.

In an Easy Virtual PaBX deployment, there are several ways in which features can be configured. Of course, the service provider has ultimate control, but each enterprise or SME can nominate an “enterprise administrator” who can add users, configure numbers, change settings, and so on, generally handling normal administrative duties.

Each user can also be given the ability to manage their profile. A user profile governs how inbound calls to a user are handled. For example, the sequence of destinations to try to reach and procedures that are activated in the event that the user is unavailable.

When users are available, they can set their profile to one of available call options and optionally configure parameters such as the time period before a call diverts to voicemail. This kind of self-service can be achieved through a variety of different interfaces, depending on the specific deployment case. These include:

  • Web UI
  • Mobile Client
  • SMS
  • USSD
  • IVR
  • Service Activation Codes

By extending these configuration options to users, service providers can ensure that the experience of using the service is optimised at the level of an individual user. The overall service is chosen by the enterprise, but users can make sure that it fits their needs.

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