SoftQuest's Customer Care and Billing (CCB) system comprises of two core integrated applications - BillQuest and CRM/HelpDesk application.

BillQuest

BillQuest is a modular, convergent billing solution for services and/or products. It is a billing platform for multi-level and multi-tariff products and/or services. It supports prepaid and postpaid billing (or any mix thereof) for products/services. BillQuest supports multi-party billing, typical of an e-commerce environment. It also supports real-time, batch and ad hoc billing, SQL reporting and graphical analysis, with an advanced decision-support toolkit. Click here for more information on BillQuest.

CRM - Customer Relationship Management/HelpDesk Application

SoftQuest's CRM/HelpDesk application is a robust customer-centric provisioning and support service-based solution. It also manages end users' information including billing, help desk, fault ticket, support request logs, loyalty schemes, service subscription and dynamic hardware provisioning. Combined with BillQuest, this presents a state-of-the-art online real-time Customer Care and Billing (CCB) application suite, cost-effective for small businesses and scalable to very large, geographically diverse operations.Click here more information on CRM - Customer Relationship Management/HelpDesk Application.

CCB Integration with Vgate

SoftQuest's CCB application can also interface to single or multiple Vgate virtual VoIP gateways, to rate and charge by elapsed time, by bandwidth, service class, data volume or drop charge (e.g. video download) or other criteria.

Customer Care and Billing (CCB) Features

• An n-level account hierarchy with flexible and detailed functionality at each level of the hierarchy
• Split billing at various levels of the hierarchy
• Online billing as well as paper bills (for a fee)
• Flexible rating and billing options ability to generate a bill more than once
• Strong link between CCB and payment interfaces, particularly banking and e-commerce systems
• Pre-pay to/from post-pay migration
• Credit vetting
• Debt management
• Billing for 3rd party products
• Credit management
• Reconciliation and verification
• Revenue assurance
• Accuracy of bills
• Dealer management
• Customer care functionality
• Management of comprehensive marketing campaigns
• Web self-care functionality
• Customer retention tools, management of loyalty schemes
• Management of outbound contact campaigns
• Central repository of customer data
• Work flow capabilities - automatic distribution, tracking and logging of tasks
• Fault and complaint management
• Web self-care and self-activation
• Voucher (and PIN code) management
• Order management - prioritisation of orders
• Tiered rating and automatic suspension
• Service activation / deactivation
• Reduction of customer churn and predictive analysis of customer behaviour
• Development RIVR (Remote Interactive Voice Response)
• Remote access
• Content services
• DirectConnect (wireless VPN)
• Shared bundles
• Group messaging
• Ability to operate in a distributed environment
• Management information and reports
• Scaleable
• Ease of use of system
• Quality online documentation
• Reliable system performance
• Event driven functionality / automation
• Integrity / Validation and Audit
• Process management that avoids bottlenecks
• Effective definition and production of management information from the system