One of the most potentially daunting contact center training challenges is in training non-contact center personnel on interfacing and interpreting data from with highly complex technical systems.

eXpert-Advisor is designed to provide intelligence to installation and trouble processing. eXpert-Advisor is used to increase auto-flow from Receipt to Clear. This platform / vendor independent process provides a "surround" integration that enhances programs and systems. There are three unique modules that enhance the customer experience by using the SMExpert's intelligent adaptive learning process; eXpert-Advisor, eXpert-Auto Screening and eXpert-Technician

SMExpert's eXpert Advisor solution addresses the business need to improve the customer experience and strengthen relationships. It provides a well-defined framework and approach that includes process automation that can deliver measurable value to your organization and an exceptional experience for your customers.

eXpert-Advisor helps clients achieve both internal efficiencies and excellent customer-focused service through an appropriate balance of technology and business processes. eXpert-Advisor applies practical experience and a proven methodology to tailor a solutions to a company's specific business requirements.

In the fiercely competitive telecommunication industry, deploying new technologies like DSL and IPTV offer opportunities to expand market share while continuing to support your existing customers. Yet the efforts to reduce support costs for these sophisticated services has created a high turnover environment with inexperienced call center agents and field technicians performing complicated tasks. They must correctly evaluate a multitude of network and equipment failures to diagnose a problem and decide whether the call agent, field tech, or the customer can resolve it. Too often, this results in incorrect first-call resolutions and costly repeats in the field. Support costs are going up, not down, and customer satisfaction suffers. What's needed is an eXpert Automated Intelligent system that can walk even a new hire through complex processes in an effective and standardized method.

eXpert-Advisor

SMExpert now has an answer for the challenges you face. The eXpert Advisor Platform brings highly integrated network data and test results to call agents and field techs in a standardized workflow model that keeps them continually moving towards resolution. Agents serve customers by following scripts that comply with best practices Methods and Procedures, which not only increases first-call resolution rates but also improves the customer's experience. eXpert-Advisor helps reduce costs by eliminating unnecessary dispatches and expediting installation and repair visits.

eXpert - Auto Screening

eXpert-Auto Screening is a second tier, or downstream system that provides screening rules to trouble flows which uses complete backend system data and testing and supports all trouble types; POTS, DSL, Wireless and IPTV. Logic is built from best process mining and all existing Methods and Procedures. eXpert-Auto Screening interfaces, surrounds, and complement existing applications. eXpert-Auto Screening calculates the Expected Trouble Location (ETL) to guide the technician to expedite trouble resolution. It also provides feedback for rules improvement when compared to Found Trouble Location (FTL).

eXpert Auto Screening Cable Failure Correlations are built by our predictive pattern engine by what's reported and the fault observed in cable counts. New customer trouble reports that match predictive criteria is attached to other matching reports into a Cable Fail Report (CFR).

eXpert Auto Screening Central Office and Electronic Plant failures are built by our predictive pattern engine by what's reported and the fault observed. New customer trouble reports that match predictive criteria is attached to other matching reports into a Central Office and Electronic Plant Fail Report (COFR). A range failure is assigned to the COFR and new reports are monitored by the predictive pattern engine and attached as they are received. This report has a place for input to give the expected clearing time for each COFR. Real time reporting is provided to the front end systems so this information can be supplied to the customers as they call in. "We have a failure of the DSLAM on your line and it is expected to be cleared XX/XX/XXXX."

eXpert - Technician

eXpert-Technician provides a Smart Device Application (APP) with best process rules for trouble repair and installation, which uses complete backend system data and testing supporting all type trouble flows; POTS, DSL, Wireless and IPTV. Logic is built from best technician mining and all existing Methods and Procedures. eXpert-Technician interfaces, surrounds, and complement existing dispatch applications.

eXpert-Advisor's goal is to handle all repair call center functions through Self Help access. The business case for X-Advisor includes reducing staffing from traditional call centers, reduced call transfers to tier 2 support and eliminate un-necessary dispatches all while providing the highest level of full support for your customers. This full support, utilizing available technology, delivering descriptive text, full motion videos, photos and audio with full back-end access and integration.

We have created strategic and long term relationships with industry leaders. Excellence comes with experience and expertise. Having implemented four generations of expert systems based troubleshooting automation, our consultants have gained profound insight into the best practices of customer problem handling and troubleshooting automation. We are the Subject Matter Experts.

The benefits for you: Continuous improvement of your customer problem handling in efficiency based on best practices in troubleshooting automation.

SMExpert offers the fourth generation, intelligent call center solution, eXpert-Advisor, targeted at the complex telephone company environment.

From the first proprietary character-based application in the early 1990s, to the JAVA and Internet-based solutions of 2000, to the standards based Business Process Modeling solution of 2012, significant business benefits have resulted in capturing and applying the knowledge of the best agent or Subject Matter Experts to identify, diagnose and resolve troubles.

Intelligent call center solutions have been implemented in BellSouth, Ameritech, USWest / Qwest / CenturyLink, Cincinnati Bell and other companies.

SMExpert helps in reducing operational costs associated with automating TV, DSL, Telephone and Wireless trouble handling in traditional cell center environments as well as Self Help through intelligent IVR and intelligent Web Portals.