Verizon provides BlackBerrys for customer service managers
May 6, 2009
Verizon has developed a new mobile program for customer service managers, who now have access to the company's systems and records on BlackBerry smartphones, the company announced today.
Verizon developed open-source software for BlackBerry to improve customer service capabilities for its IT customer support team, the company said.
The new program, called iSite, was unveiled Wednesday by Charles Henry, vice president of IT program management, ITO and systems automation for Verizon's Telecom team, at Wireless Enterprise Symposium (WES) 2009 in Orlando.
"With iSite, Verizon managers who are addressing customer service issues have instant access - no matter where they are - to both systems and individual customer records, so that they can intervene and more quickly resolve problems or issues affecting customer service," Henry said.
The new software offers views of ordering systems, provisioning processes and repair records, so managers working on a DSL installation issue, for example, can access the relevant records to check whether service has been established, whether site visits were scheduled or to examine recent attempts to remedy a problem, Verizon said.
The program also features up-to-the-minute analyses of the performance of various systems that underpin service.
For individual customer accounts, iSite allows detailed account reviews, should customers have billing issues, Verizon said.
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