SoftQuest can tailor solutions specifically for ISPs. Our ISP solutions will allow you to manage your network, customers, sales and billing in an effective and efficient manner. The features outlined here are part of a typical solution for ISPs. Additional features can be drawn from all the products and solutions offered by SoftQuest. SoftQuest can also create additional modules to suit your specific needs.

Network Management Tools
VoIP PBX
Billing
Helpdesk
Customer Signup
Customer Portal
Sales and Lead Management
Customised Applications and Modules

Network Management Tools

SoftQuest offers sophisticated Network Management tools that can be used to manage your network, as well as devices mounted at the customer's premises such as fixed wireless modems. The Network Management Tools can configure and manage:

• Fixed wireless networks including modems and access points (APs)
• Database servers, clusters and database backup and recovery
• Firewalls
• RADIUS servers
• BAM Management,
• Multiple PBX servers routing configurations

VoIP PBX

• Support for multiple and distributed PBX Servers
• Least Cost Routing
• Automatic Route Fail-over
• Automated Service Provisioning
• Automated Call Distribution (ACD)
• Interactive Voice Response (IVR)
• POTS/PSTN Supports (for both E1/T1 trunks)
• Supports IAX2, SIP, H323 signaling protocols
• Video Phone
• Standard PBX Features such as call transfer, voice mail, call redirect etc
• Call monitoring and redirect
• Call conferencing

For more information see Vgate - VoIP Gateway

Billing

SoftQuest's billing modules combine to create a comprehensive billing system that supports both dynamic and periodical billing. Each product or service can incur multiple charges that may be one-off or periodical. These charges my be pre-paid or post-paid. Charges can be based on usage of network services such as download or VoIP calls made and be accrued automatically. This means that customers and staff can view current and upcoming fees/changes in real time.

SoftQuest's Billing module features::

Multiple Payment Methods

SoftQuest's billing system can support multiple payment methods including: Credit Card, BPay, PayPal and even manually entered cash and cheque payments. Payments can be made on an ad-hoc bases or the paid as part of a periodical batch billing run. The billing system interfaces easily with 3rd party payment gateways modules.

 

Automated Notification of Overdue Accounts

Customers can be notified automatically by email, SMS message or an automated phone call that their accounts are overdue. The billing system can also generate the traditional 'Overdue Account' notice that can be mailed out to customers. The managers and staff can also be notified by email or periodical reports of overdue customer accounts.

 

Customer Portal for Online Payment

Customers can pay their account via the Customer Portal. The Customer Portal allows customer's to login in and manage their accounts. This includes paying their accounts using Credit Card, BPay, PayPal etc via a payment gateway.

 

Bandwidth and Access Management based on Subscribed Services

The bandwidth and download ceilings for customer devices is can be controlled by the billing modules. The billing modules interact with RADIUS and BAM to ensure that the customer's usage of network resource is restricted to limits defined by the ISP. This ensures that the customer's bandwidth and download is properly managed and the ISP has full control over network access and usage. These system can also be configured to temporarily disconnect or choke a customer's service automatically should that customer fail to pay for the service.

For more information see BillQuest - Billing System

Helpdesk

SoftQuest's Helpdesk module allows helpdesk staff to be able to access customer account and ticketing information easily and quickly. Staff can also logon via the Customer CRM Portal to a user's account so that they can see exactly what the customer is seeing. Customers can also raise tickets and track their progress from the Customer CRM Portal.

In conjunction with the PBX modules additional help desk functionality is made available. For example if a customer calls the help desk from a non-silent number or by using the VoIP 'Call-Me' functionality from the Customer Portal, the customer's account information can be automatically presented to the help desk operator when they take the call.

Help desk tickets can be prioritised, escalated and assigned to particular staff members or departments for action. The application can also be configured to raise alerts if customer faults are not addressed within a particular time frame, based on the customer's class, service and QoS agreements.

For more information see CRM - Customer Relation Management/HelpDesk Application

Customer Signup

The Signup module provides end users with the ability to signup for services online and be billed in real-time and the end of the process. Customers simply enter their details and select the products/services they require. Payment can be made prior to or after the receipt of products/services. SoftQuest's Signup Module also has ISP and VoIP provisioning capabilities allowing the immediate automatic provisioning of services upon customer signup where applicable. This module can be integrated to work with existing web sites.

Customer Portal

The Customer Portal allows customer to log into a customer account area and perform some functions to manage their account information and services. In the Customer Portal customers can manage the subscription of their services, view their bills and call history online. Payments can also be made online through the customer portal.

For more information see CRM - Customer Relation Management/HelpDesk Application

Sales and lead management

The Leads Management modules allows Sales and Marketing staff access to a pool of potential customers. Lead data (name, phone numbers addresses etc) can be either entered manually or loaded in bulk from a file purchased from a 3rd party. All details of conversations with a potential customer can be stored against the lead entry. Individual salespeople can also take 'ownership' of a lead and the lead can be set to only be accessible by the owning sales person. The Lead database can be searched and filtered by any number of criteria such as name, address, postcode etc. Reminders can also be set regarding future customer contact.

For more information see Solutions for Call Centres

Customised Applications and Modules

SoftQuest can extend the capabilities of your existing software or create customised modules to manage areas of you ISP business that may be not be already covered by our existing modules.