Overview:

  • The client needed an outsource partner to assist with adding live answer services to their product and services range
  • They engaged us because we had the platform that provided full white label capability to vendors wanting to sell live answer services
  • We introduced our solutions to the customer which included full API capability with a structured product portfolio with fee structures

Challenge:

  • Brand protection is of the highest importance, noting that although the service was to be delivered by TMC, TMC had no relationship with the user of the service
  • All communications forming part of our service delivery needed to reflect the branding of our client
  • Our client had specific billing requirements to suits existing billing platform and charging processes
  • Our services needed to be on high availability to our clients provisioning and activations teams

Solution:

  • We assisted the client to develop 3 product categories inclusive of wholesale pricing
  • We templated scripts for each product category which were available for activation via API
  • Our client was able to integrate our API into their own customer service and provision portal
  • Our billing engine allowed full customisation to formatting in line with our client’s requirement
  • We included value add activity reporting capability to our clients’ client’s services

The final solution included:

  • We implemented our White Label Live Answering Solution for our client
  • Our client now delivers full live answer messaging services
  • We created reporting suit available to our client via our client web portal

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