Communication and Entertainment Provider

The Client

The largest communication and entertainment provider in the U.S.

The Challenges

• A complex, legacy billing system required extensive training for service representatives in the call center
• The solutions had to be reusable for all forms of customer service and scalable to 30,000 users.

The Solution

AWD merged the multiple billing systems into a single portal, available to service representatives on their desktops. The portal is easy to use, managing the entire user experience and allowing representatives access to all the information they need without ever accessing other applications. AWD also enabled proactive scripting, suggesting service upgrades based on information about callers.

The Results

• Event logging provides a complete log of customer contact for all 30,000 users
• Single portal interface with the billing systems reduced training time and call times
• Revenue per call increased.