Telia Internet Picks ecom for US Customer Support - Brief Article

ISP Business, Sept, 2001

e-commerce support centers (ecom), a subsidiary of Paladyne, announced that it has added Telia Internet Inc. (TII) to its growing client roster.

TII is an international tier-one facilities-based full-service Internet communications provider, offering a full portfolio of Internet related services to corporations and tier-two and tier-three ISPs.

TII is a subsidiary of Telia International Carrier AB of Sweden, one of the largest IP carriers in the world. ecom, is an outsource provider of customer and tech support with a suite of CRM services that maximize the effectiveness of customer support through the intelligent use of customer data. Its suite features proprietary data cleansing and data integration software that consolidates customer data from various disparate sources from a single-customer view, which is then utilized by ecom's customer service reps (CSRs) in its Web-enabled center to communicate with client customers.

ecom's other offerings include custom-built training modules for popular eCRM programs and professional services for integration eCRM programs, customer data, or tailored eCRM applications. Its clients include Lowe's Home Improvement Warehouses, Surepay (a First Data Company), Aramark, Crescent-Friedman Jewelers, and a number of ISPs.

Under the contract with TII, ecom will provide inbound customers tech support via phone to support TII's virtual ISP (VISP) product and their MTU, as well as billing services and hosting for the billing software.

TII's VISP combines a portal, customer support, billing system, e-mail, Web hosting, and other elements needed to start an ISP. ecom provides end-user tech support and billing. The company's MTU connects broadband to apartment complexes, dormitories, and other high density residential buildings or complexes. ecom provides the tech support for end users (e.g., residents and students).

ecom also hosts the billing software in conjunction with its partner BillMax. ecom provides support for billing questions.