Updation So

CIG Work Accomplished 1 Prepaid CRM - BRD 2 Prepaid Self Service -BRD 3 Postpaid CRM -BRD 4 Postpaid Self Service -BRD 5 CCT Solution Discovery Document 6 KM -BRD Work In Progress 1.IVR Tree finalized 2.Languages – IVR & Agent level finalized 3.IVR Call flow finalized 4.KM UI design finalized 5. IVR Test cases under review 6.Call centre access codes finalized 7.ICR Loop customer care Network processes finalized 8.KM content creation – in progress 9.UAT test scenarios finalized – CRM , Self Service 10.UAT Salient Feature /Plans 1.14 language 2.Common KM tool for all agents 3.Home Contact center access even or roaming

NCE Work Accomplished 1. 2. 3. 4. 5. 6. 7.

DMS partner selection completed. DMS Training module completed with training team FBM concept note approved & shared Logical Inventory BRD signed by CSD Order Management – BRD shared with IBM for final review. UAT requirements/expectations shared with IBM for FTA. SPA training module completed with training team.

Work In Progress 1. DMS to follow. Salient Feature /Plans 1. Tele-Verification shifted to BPO partners 2. Activation for Post paid through I/B FTA –Instant activation 3. Activation rights with all contact center agents for OLR 4. File net as DMS system from IBM 5. Covers NS, functionality, Policies 6. Covers postpaid activation & change order’s scenario for CLC

B&C Work Accomplished 1. 2. 3. 4. 5. 6. 7.

8. 9. 10. 11. 12. 13. 14.

15. 16.

Policies in place: Exposure Dunning Postpaid collection management Post paid delay payment. Contentious issues management. Post paid billing Postpaid BNR/ duplicate bill Postpaid refund management-Security deposit. Credit llimit allocation & revision policy. Policy for payment through all channels. BRD Signed Off: Exposure/ Credit limit Collection BRD Payments BRD E-top Up BRD Vendors on Board: Bill desk (payment through credit card, debit card, net banking &SI/ECS) Oxigen (Pre paid recharge & post paid payment through Cash). Others: Pre paid & post paid bill format finalized.

Work In Progress 1. 2. 3. 4. 5. 6. 7.

FMS BRD Receipt Book management process. Claw back policy Bad debt policy. Commission payout policy. CMS (chq pickup) vendor to be finalized. M-check tie up to be done

Salient Feature /Plans

1. 1. Entry & Exit gate defined.

2. PD of accounts basis customer category. 3. Online postpaid payment through Oxigen