Service Request ManagementSynchronoss2017-03-13T11:25:42+00:00
Synchronoss’ InterconnectNOW (iNOW) is a licensed or hosted platform that automates workflow processes, allowing communications service providers to achieve an unprecedented level of efficiency while delivering responsive customer service and support. Leveraging this platform has proven to lower operational costs and improve efficiencies.
Synchronoss’ iNOW offers seamless integration with existing process management
systems via a single API that can talk to any system, giving companies the ability
to streamline processes. iNOW provides:
A consolidated gateway that facilitates automated interconnection services for Access Service Requests (ASR), Local Service Requests (LSR), Trouble Administration (TA), and Ethernet Status Portal (ESP)
Rules-based validation of orders
Rationalized flow-through with seamless local number portability (LNP) processing
Single database for all Buyers / Supplier’s Orders, for easy order tracking, billing reconciliation and real-time reporting
Greater control among diverse buyers and sellers
Access Service Request (ASR)
The Access Service Request module streamlines disparate connections among trading partners through a single link to an automated, nationwide clearinghouse programmed with current interfaces and protocols to communicate with all U.S. incumbent carriers or receive ASRs from access customers.
LSR handles a broad range of both LNP and non-LNP related requests in the dynamic environment of incumbent local exchange carriers (ILECs), competitive local exchange carriers (CLECs), and multiple services operators (MSOs). LSR systemically handles every step of order processing without manual intervention and facilitates ancillary transactions such as caller ID name (CNAM), line information database (LIDB), NPAC (SOA), and enhanced 911 (e911).
PQT is a web-based graphical user interface (GUI) that allows users to easily qualify consumer or business customers for services nationwide. PQT provides an XML/API for seamless integration to your company’s sales CRM and order management solutions, while speeding up the ordering process and ensuring accuracy.
Flexible subscriber entry – XML/API or web-based GUI
Line owner validation
Port eligibility validation
Real-time data correction
Common port barrier identification
Trouble Administration (TA)
With Synchronoss’ Trouble Administration Gateway solution, providers are given a web-based tool that streamlines and automates much of the traditional handling of trouble reports by connecting disparate ticketing systems among different carriers. Through electronic bonding, most steps in the trouble reporting process can be performed automatically.
Industry standard compliance – T1.227, T1.228, X.790, T1.262
TMOC implementation guidelines
XML/API or database interface integration
E-bonded trouble tickets
Mechanized loop testing
Ethernet Status Portal (ESP)
Complex delivery requires more visibility and communications. Ethernet provisioning is known to have longer cycle times which creates more back and forth communications between the customer and their supplier due to lack of order visibility in today’s external systems. This increased communications results in added costs to both parties. Currently, the primary vehicles for handling these communications are emails and telephone calls, which are difficult to track, time consuming, and require manual processing. Synchronoss’ Enterprise Status Portal alleviates these pressures, allowing carrier customers to access a single portal that provides quick access to the NSPs’ key order data – for a more immediate and descriptive order status.
Visibility into facility and premise build requirements
“Drill-Down” Order (FOC, CNRs, and DLR)
Customer /Supplier Communications Log – queries and history
Supplier performance matrix
Business Process Outsourcing (BPO)
Carrier and MSO customers use the Synchronoss’ BPO service to augment their staff to design circuits, provision orders, manage projects, perform test/accept functions, and manage the full life cycle of an order. This service allows companies to better manage their resource costs and the peaks and valleys adherent in the ordering process. With over 12 years of offering provisioning services, Synchronoss has created a methodology of onboarding programs that maintains or improves customer’s current service levels while reaping the rewards of staff augmentation. Business Process Outsourcing from Synchronoss is a very cost-effective and highly efficient solution to help companies meet their internal and external goals.