Coming mostly from the Telecom Sector, Intelli’s personnel is highly experienced and trained in the business of a modern telecom operator, either mobile or fixed. Since the beginning of Intelli’s existence, the portfolio is full of services that cover a Telco’s needs.
Debt Recovery, Back-Office Automation, Customer Care solutions as well as Revenue Assurance, CRM, OSS/BSS, APM, IT Governance, ITSM, Mainframe and Security are some of the most important services Intelli has provided to its Telecom customers over the years.
In 2012, OTE selected Intelli’s Debt Management solution (SynChordia Debt Recovery part of Intelli’s SynChordia Business Suite) in order to manage the monitor, manage and decrease the company’s bad debt. SynChordia as a complete debt collection software solution helped OTE to deliver a variety of functionalities to its call center, organize a powerful operational segmentation of the targeted customers, initiate business rules and processes and use the effective communications techniques and channels to guarantee the maximum collection rates at the lowest cost.
OTE, the largest telecommunications operator in Greece, utilizes a broad network of sale points spread all over the country. OTE strategy is to provide qualitative new services to the subscribers in order to decrease the effects of the upcoming competition from other newly established telecom providers. Crucial elements towards fulfilling the mandates of the aforementioned strategy are: shorten of the time to market cycle for new products and services, and seamless operation of well performing provisioning systems. Compuware environment (Vantage) was selected to provide the solution and awarded a turn-key contract to Intelli.
At 2011, Intelli offered the newly established SynChordia Back-Office PRO platform in Cosmote, part of SynChordia Business Suite as well. At 2015, Cosmote decided to install the newest version of Back-Office PRO enabling more capabilities, upgraded Recognition Platform, new modules such as Dashboard, Business Rules Engine and Operational Excellence.
At 2008 as well, Intelli wins the tender for a Debt Collections solution to Cosmote Group and establishes SynChordia Debt Recovery product to Greek market. The technologies chosen for this installation offered great performance especially in large amount of data and a set of new features like dictates were introduced.
At 2010, Intelli installed a unique Knowledge Management Platform in Cosmote Group, following an RFP process. The solution proposed by Intelli is based on the industry leading eGain Service product (www.egain.com).
Service Operations Platform
At 2008 Intelli installed and configured an operational dashboard solution based on Microsoft .NET technology and SharePoint Server. Cosmote monitors almost all of its operational-related KPI’s using less effort with an excellent user interface. At 2010 Cosmote proceeded to the newest version Intelli Dashboard 2010 with a lot of new features like complex scorecards, time frames and maps. At 2009, Intelli installed and configured an executive dashboard powered by Business Intelligence client capabilities. This dashboard presents business-based KPI’s in real time for the commercial departments. Executive’s dashboard is based on Intelli Dashboard Product
In year 2008 Cosmote selected Compuware Vantage platform to monitor POS application performance and also Compuware FileAID to anonymize critical data in ERP system.
Cosmote is the largest telecom mobile operator in Greece with extensive presence in South East Europe. Intelli has successfully implemented several projects for COSMOTE to cover internal needs. Using Microsoft Exchange technologies, Intelli created a Webmail/WAPmail service for Cosmote subscribers in MyCosmos platform from 2005 to 2006. Later on from 2006 to 2007 Intelli participated in SIEBEL deployment as a Accenture’s subcontractor specializing for SIEBEL-CTI integration and Data migration. From 2007 to 2008 Intelli’s consultants participated in the Portal’s configuration project for the Documentum’s integration based on .NET techologies.
Intelli Beograd doo offered a contract and request management service to VIP Serbia on October 2013. The project started on May 2014. The outsourced service contains archiving, warehousing, scanning, digitization, data extraction, electronic delivery and physical retrieval of all contracts documents of VIP’s customers.
The SLA’s have been 7 days from every shop in the country to being electronically available as well as 1 day for document retrieval.
Moreover, Intelli has offered an SLA of 1 hour for requests processing based on incoming emails and faxes.
Intelli also offered SynChordia BackOffice Pro WebClient module which offers users with the ease of searching and requesting physically the contracts as well as a workflow system for managing the requests coming from emails and faxes into baskets being used by the whole customer care department.
Intelli Solutions Bulgaria has started to offer a contract management service to MTEL Bulgaria since February 2015. The outsourced service contains archiving, warehousing, scanning, digitization, data extraction, electronic delivery and physical retrieval of all contracts documents of MTEL’s customers. The SLA’s have been 7 days from every shop in the country to being electronically available as well as 1 day for document retrieval. Intelli also offered SynChordia BackOffice Pro WebClient module which offers users with the ease of searching and requesting physically the contracts as well as integration with MTEL’s Filenet Document Management System for electronic images repository. The result of this project consists in the physical and electronic archiving of customer’s contracts.
VODAFONE Greece decided to replace the current Payment system and Intelli developed successfully a new advanced system covering the required needs. The new system was implemented with the most advanced technologies based on .NET 3.5 Framework, AJAX, Web Services and Microsoft SQL Server 2005. The most important and complicated part of the solution was the fully integrated environment provided on Web services in order to fulfil the necessary communication of the new Payment system with SIEBEL CRM, SAP ERP, JUPITER Billing system and other back office systems.
Service Operations Platform
At 2008 Intelli has deployed and configured one of its latest products in Service Support area: SOP (Service Operations Platform). Vodafone chose Asset Manager (part of SOP) which is an IT Asset & Configuration Management solution.
At 2011 Intelli has awarded to deliver an Enterprise Content Management Solution for all Vodafone’s shops and external agent’s network. Intelli based the suggested CMS solution on Microsoft’s SharePoint Technology. Intelli designed, implemented, configured and delivered a robust portal, serving all needs of Vodafone. The proposed portal hosts all relative information of handsets with their characteristics, Roaming Info, Tariff plans, Business processes, call guidelines and everything else is Vodafone asked for.
Intelli has installed and configured Compuware Vantage for Vodafone Greece Application Performance SLA Management system and Compuware FileAID/CS suite for the Data Anonymization system.
Intelli has also implemented several Line-Of-Business applications from 2005 to 2009 in Vodafone Greece to cover internal needs, like Demand Management Vortal (DMV), Correspondence Document Registration (CDR), Suggestions Management, Data Protection Data Management System (DPDMS), Roaming Management System (RMS).
At 2009, SynChordia Debt Recovery is successfully installed in Cosmote Romania and AMC Albania as well to cover internal needs. The service is provided to those countries as a service hosted in Cosmote Greece data center. Intelli managed to complete these installations in a short notice of time despite the differences and special characteristics of each country. These are the first SynChordia Debt Recovery installations abroad and set the expansion of Intelli’s SynChordia Business suite in South East Europe.
Vodafone Egypt is the second largest telecom in Egypt and one of the larger Vodafone operators in the VF group. Vodafone Egypt operations department was looking for a solution that could monitor all systems and IT services end to end. At that point, the operator had several dedicated and isolated monitoring systems in place. The solution provided joint all the underlining monitoring systems to one portal (Compuware Vantage) so monitoring and reporting could be achieved efficiently and with understanding. The solution utilized several of the multiple systems in place and introduced end user experience metrics along with Java, network, system monitoring, in to a centralized dashboard that had the capability to present both a technical and a business aspect of current and historical status. Along with the delivery of the dashboards, the setup of alarms and reports was also included in order to support the needs of the organization.
Service Operations Platform
Wind is the third largest telecom mobile operator in Greece. WIND’s project was implemented by the use of the QPR platform, using the balanced scorecard methodology for Key Performance Indicators (KPIs) monitoring. The project concerned the development of specific KPIs requested from EET (Hellenic Telecommunications Regulator) from all Greek Telecom Operators. The application developed consisted of four KPIs models:• Mobile KPIs: concerned monitoring of the mobile telephony provided to Wind’s subscribers
• Fixed KPIs: concerned KPIs for Wind’s fixed telephony
• Customer services: KPIs evaluating the quality of services provided to the end-customers
• Broadband KPIs: concerned KPIs of the broadband offered from Wind. The specific KPIs are mainly used from company’s Quality department and from the executive management. The project was conducted in two phases with an elapsed duration of approximately 3 calendar months
At 2012, Hellas on Line needed to reduce validation process time and check every application and every renewal, whether business or redundant. All validations were manual and long-lasting, increasing operational cost and employee effort. Intelli’s approach was to offer SynChordia Back-office PRO totally outsourced. Intelli is delivering accurate results concerning validation rules, character recognition and data extraction. Based on validation rules, the offered service has always been improving the procedure. Among others, some validations concern ID, VAT-ID, Surname, Address. After validating, a comparison with the existing CRM is taking place for changes and possible fraud. Through this innovative service, HOL managed to reduce their validators, improve their response time to customers and, thus, increase their customer service standards. Fraud prevention is another robust benefit along with Business Process optimization and minimization of human interference. The services provided to HOL exemplify Business Process Outsourcing model (BPO) of Intelli’s SynChordia Back-Office PRO platform. This model enables SynChordia Back-Office PRO modules to be offered as a service. Actual Documents are processed by Intelli’s experienced personnel; the required information is extracted, validated with specified business rules and communicated in real time with customer computer systems
At 2011, RomTelecom, the largest telecommunications company in Romania, selected SynChordia Debt Recovery for their Debt Collections solution. Our product replaced the existing platform for Dunning process. The project was successfully completed in 4 calendar months and the solution covered business needs for Fixed Line, Internet and TV services. More than 1.000 users use web interface of SynChordia Debt Recovery in RomTelecom to handle and manage outstanding payments.