Communications

Telecom players have valuable untapped asset in the torrents of information about customers that flow through the organisation. Building a 360-degree view of the customers enables better customer service differentiation and personalised recommendations in cross-sell and up-sell campaigns.

With proven track record of providing analytics-driven campaign management tool to HKT running the loyalty programme, The Club, with more than a million members, PCCW Solutions offers total campaign management solutions integrated with CRM, POS, rate management, provisioning and billing systems to enable enterprises to retain customers and drive sales.

Combining outstanding delivery capability with industry expertise, PCCW Solutions has developed Smart Parking and Charging solution on the world-class Infinitum IoT platform that enables shopping malls, commercial and residential buildings, as well as telecommunication and public utility companies to deliver seamless experience to the modern drivers and capitalise on business opportunities.

Configure, Price and Quote (CPQ) provides an integrated platform to support the configuration, pricing and quote generation in solution and negotiated selling processes, and can also be a key step for customer self-service sales.

CPQ consists of: a product and pricing configurator; quote and proposal generator; distribution, tracking & reviewing tools; catalogue driven configuration guides; rules or constraint definitions; and approval and collaboration workflows.

CPQ simplifies the quotation of complex products and boosts sales productivity with accurate quote and product configurations. It automates the cumbersome steps in the Quote-to-Cash process, and speeds up your response time in the competitive telecom market.

Web and mobile apps empower customers to access services and report their needs at any time. The online portals provide an effective channel for businesses to collaborate with customers and deliver better services based on customer’s preferences, behaviour, feedback and enhancement requests.

PCCW Solutions provides customisable self-service portals on web or mobile to enable telecom companies to provide customers with a bunch of self-service options. It enables users to manage billing, appointment scheduling, submit services requests and problem tickets with 24/7 availability. The portal also allows users to carry out real-time, on-demand line tests for broadband, TV, fixed line services with ease.

It’s paramount for operators to deploy real-time billing for improved customer experience and operational agility to stay ahead of competition. Real-time billing systems allow enterprise clients and residential users to compare usage with cost, enabling them to adjust their service plan per needs.

PCCW Solutions offers dynamic and real-time billing solutions, including rating, discounting, usage based billing, policy control, and charging tailored to telecom companies. The dynamic billing platform enables service providers to launch new services, such as service plan sharing among multiple users, converging prepaid and postpaid rating, billing and payments real-time. The seamless, configurable and cost-effective solutions enable the operators increase customer satisfaction and retention.

Many existing Field Work Management Systems rely heavily on paper and traditional land line telephone calls, resulting in cumbersome and, at times, inefficient results. In order to make these systems more proficient, PCCW Solutions introduces wireless communication to vastly improve communication between operators and field staff. To facilitate this upgrade, all field staff are issued with a mobile handheld device to receive and report order details back to the Field Work Management System.

PCCW Solutions Dynamic Workforce Management fits businesses with end-to-end job dispatch solutions, in order to enhance customer satisfaction. These solutions provides a front-end interface for in-house technicians and contractors for 24 hour customer support, while back-end integrates seamlessly with various ordering and reporting systems.