Customer Management

CMP Converged Monetisation Platform. The MDS Global product that supports customer care and billing for digital service providers. has two customer In the context of the Cloud Monetisation Platform, an individual or organisation who has signed an agreement to take goods and services from a service provider. A customer receives a bill associated with one or more subscriptions, and can be a single end user or a large company with many subscriptions assigned to one agreement. management interfaces:

AgentView The graphical user interface of the CMP that is typically used by Customer Service Agents to access CMP customer and billing data. In versions prior to CMP 8.0, this was called the CMP GUI. – allows registered users to view and administer all customer details using a complete interactive user A person with the capability to log in to the CMP GUI software, such as a customer service advisor or agent. interface.
CMP web services – an open Application Programming Interface (API Application Programming Interface. A set of functions and procedures that allow the creation of applications that access the features or data of another software system, such as an application or operating system.) to allow third party Of software; a reusable component developed to be either freely distributed or sold by an entity other than the original vendor of the development platform. Customer Relations Management (CRM Customer Relationship Management. The practices, strategies and technologies that organisations use to manage and analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, retaining customers, and driving sales.) and self-care applications to query and update customer details.

For more information, see Integration Overview.

AgentView

AgentView is a web client that provides a complete view of the customer with all the information relating to Orders, Billing, Payment and Provisioning accessible in a single UI, connected to a single database.

Users can access customer details via a flexible search facility using a range of options to identify the customer. The GUI Graphical User Interface. A user interface that allows users to interact with electronic devices through graphical icons and visual indicators. In the context of CMP, the CMP GUI is the user interface typically used by CSAs to access customer data stored in CMP. provides a consistent look and feel to the displayed data, to enable consistent navigation between all levels of the customer hierarchy.

AgentView Overview

Toolbar - provides access to general CMP features not related to the context of a customer, including the Search and add New Customer features.
Navigation menu – supports navigation around a customer structure.
Summary – displays summary information relevant to the entity of a customer structure currently being viewed.
Menu bar – changes the context of the lower panel to display customer specific details.
Customer details panel – displays customer details based on the option selected in the menu bar. Default view is the profile summary, which gives an overview of the key features of the entity being viewed.

Accuracy Tools

Address Lookup

CMP integrates with external address lookup solutions, such as QAS from Experian, to look up address details. Users enter a house number and postcode in AgentView, which then uses those details to query the third party provider, and presents the returned address to the user for selection.

Bank Account In the Cloud Monetisation Platform, a billing entity that can be used to manage payments on one or more subscriptions or payments for services. An account can hold details such as payments or invoices. Validation

CMP can validate bank account details when setting up or amending a direct debit instruction, both through AgentView and from an external platform via web services.

Invalid bank details returned by either method are not accepted into CMP, reducing the volume of unsuccessful new or changed instructions.