Benefits

• Cuts training costs by guiding your call center stuff
• Automatically escalate un-resolved problems, for guaranteed resolution
• Prioritize your activities upon Operations and Service Level Agreements
• Quickly adopt changes in the troubleshooting process through configuration
• Connects to any CRM and trouble-ticketing system through standard interfaces
• Provides visibility over the process through reports

To learn more contact Fenavic today.

Fenavic Mentor

No second chance for first impression

The growing competition in the communications market had tremendous effect on the level of expectations your customers now have. They can now contact you in many different ways - phone, TV set-top box, web site - and expect the same experience. They expect to be recognized and treated with a patient and knowledgeable service.
When something will go wrong with their service they will call you, and this will be your chance to provide an excellent experience.

This is why we built Fenavic Mentor, to take your customer's point of contact and make the most out of it. Mentor will provide your customer care representatives all the means to accurately identify problems in the service. Your representatives will be led step-by-step on how to guide your customers in the troubleshooting process. If this doesn't solve the problem, Mentor will escalate the case to your second and third line support experts, and will provide them with all the information, and with the tasks they should follow in order to solve the problem.