The Customer Service System (CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70% of income for the company (figures from 1997). BT rolled out CSS nationally in 1989 and provided an integrated system for telephony—order handling, repair handling and billing.[1]
BT Customer Service System (BT/CSS) was developed by Logica in 1984, costing £1bn to implement, representing the largest computer project undertaken in Europe and the largest integrated database in the world, at the time.[2]
In 2005, the CSS databases deployed by BT handled 23 million customers, with 13 terabytes of data spread out over 28 mainframe images. The databases supported 230 million transactions per day generated by over 40,000 users.[3]
CSS is still used by BT but it is now controlled by Openreach. BT retail migrated all accounts from CSS to a new billing system known as Geneva/Oneview/Avalon. This was to support the migration to WLR3.
^IngentaConnect Customer Service System - past, present and future Archived October 1, 2007, at the Wayback Machine
^"Customer Service and Support - History and Milestones". January 2015. Archived from the original on 2018-05-11. Retrieved 2020-07-31.
^"XML Schema and Web Services". British Telecom.
and 28 Related for: Customer Service System information
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The CustomerServiceSystem (CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70%...
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A servicesystem (or customerservicesystem, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy...
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technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management...
business to customer relationships, in which a customer goes to the business in order to purchase a product or service. In customer to customer markets,...
known as servers Servicesystem, or customerservicesystem (CSS), including: Service design Service management Services marketing Service contract (disambiguation)...
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is different from service level. Examples of service level: Percentage of calls answered in a call center. Percentage of customers waiting less than a...
often referred to as the point of service because it is not just a point of sale but also a point of return or customer order. POS terminal software may...
a business model in which a customer must pay a recurring price at regular intervals for access to a product or service. The model was pioneered by publishers...
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support systems (BSS) are the components that a telecommunications service provider (or telco) uses to run its business operations towards customers. Together...
such as office suites, operating systems, database software, or network management, it is not uncommon to have a service pack issued within the first year...
level of service. Even if the user never upgrades to the paid version, it helps the company capture a higher market share and displace customers from a...
The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. The service blueprint is one...
(SOC) engagements, which provides assurance to an organization's customer that the service organization has adequate internal controls. ISAE 3402 was developed...
AI-based chatbots to improve their customerservice experience. The contact center is a central point from which all customer contacts are managed. Through...
time, and effort, servicecustomers expect value from access to goods, labor, professional skills, facilities , networks, and systems; but they do not...
phone systems. Contact centers are therefore seen as a complete customerservice solution, where as call centers simply cover one aspect of customer interactions...
and final customers. Customer relationship management (CRM) systems help businesses manage relationships with potential and current customers and business...
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