SMART - IMPROVING CUSTOMER SERVICE

Authors
SELLEY C BAKER S MCKAY R
Citation
C. Selley et al., SMART - IMPROVING CUSTOMER SERVICE, British telecommunications engineering, 16, 1997, pp. 135-145
Citations number
NO
Categorie Soggetti
Engineering, Eletrical & Electronic",Telecommunications
Journal title
British telecommunications engineering → ACNP
ISSN journal
0262401X
Volume
16
Year of publication
1997
Part
2
Pages
135 - 145
Database
ISI
SICI code
0262-401X(1997)16:<135:S-ICS>2.0.ZU;2-7
Abstract
The quality and consistency of customer service offered by telecommuni cations providers is a hey differentiator in the residential market pl ace. BT's SMART customer handling system provides competitive advantag e through world-class levels of customer service. SMART exploits the e xisting functionality, data and security mechanisms of an established mainframe system and adds ease of use, reduced error rates and a focus on 'service' and 'selling'. The article discusses hey issues of secur ity, performance, resilience and operability, and presents the solutio ns implemented.