Designed to enable Communication Service Providers to quickly deploy flexible and powerful customer facing portals for enhanced customer experience and self-care.

In the past, service providers were restricted by pre-defined interface layouts that required additional customization and pro-longed turn-up times. ECP addresses this bottleneck head-on by taking advantage of reusable content components that are assembled within a flexible framework to deliver a complete and customized product to the end-user. This not only allows service providers to cultivate an enhanced customer experience, but also make flexibility and personalization more diverse.

In the following video interview, LogiSense’s Louie Conceicao (Marketing Manager) and James Chambers (Product & Community Development Manager) discuss the latest developments surrounding EngageCP, how it fits into the current ecosystem of existing customers and what’s coming down the pipe.

The announcement of ECP illustrates LogiSense’s understanding that solutions need to be shaped around the needs of customers and not limited to the capabilities of technology.

Let’s face it, if a customer is contacting you they are very likely coming to you with a problem.  This problem gives you the potential to find them a solution.

They want your help.  Moreover, they need your help.  If they didn’t, they wouldn’t have contacted you.  First thing you need to do is determine the problem.  How can you solve the problem if you don’t know what the problem truly is?

 Have you seen this scenario before?


Customer e-mail:

“Hello customer service team.  I am having an issue with my invoice.   I’ve been a customer for a long time and pay my bill each month and on-time.  I am unclear why I have a $4.00 late fee.  Again, I reiterate, I pay on-time every month.  Please clarify.”


Response from CS team:

“Hello Sir.  Please notice that late fees are applied at 2% of your overdue balance.  If you have any more questions please let us know.”

Fail, fail, FAIL.

Of course, this scenario can be applied in many different situations, but the underlying issue remains consistent.  Do you really know what the problem is?

If you’re involved with customer service, I’m sure you have had a customer come back to you a second time suggesting that you haven’t really solved or addressed their problem. If you’re a customer service leader, I know you have seen this more than once from your teams.

As a customer myself, nothing bothers me more than poor customer service.  As a manager of a software company, poor customer service is not an option.

If you’re a customer service professional you must ask yourself if you are doing everything you can to understand the problem at hand.  Put yourself in their shoes.  What are they really trying to say to you?  In the scenario above the customer is not asking why the late fee is $4.00.  They are asking why they have a late fee to begin with.

I’m in the software industry and the scenarios I see are much more complex than the one provided.  One thing always remains – you must understand the problem the customer is having.  Knowing what the customer is saying to you is fine and is really the easy part – the part you are getting paid for is actually understanding what they are really telling you, the problem they are having and you solving that problem.

LogiSense Corporation with its flagship software EngageIP Billing continues to innovate in the billing and OSS space. Further billing options have been added to the platform to provide flexibility of automated billing. Options have also been added to automate the management of invoices and to further improve performance during bill runs.

EngageIP continues to evolve and gain options to improve your business flows and to integrate more easily into your existing billing framework and reporting requirements.

Our knowledge base, which is replete with articles detailing every aspect of EngageIP Billing contains helpful and simple walk-throughs for billing processes, and training material. In addition, it provides information on all the latest features and improvements we are adding by way of release notes. New articles are added almost daily for new functionality or improved functionality.

If you have a particular billing process that is required to be in place, EngageIP Billing most likely has a method to accomplish that process in an automated fashion whether from existing functionality or by way of plugins which extend its functionality.

Feel free to contact us for information on what EngageIP Billing can do! Email support@logisense.com or call 519 249 0508

Developers are constantly faced with technology choices, changes in frameworks, new versions of tools and product requirements, not to mention the race against products from competitors. That is why we’ve worked hard at LogiSense to select the best tools and the right fit for our team and yours.

 

The Tools That Deliver

We are proud to use the latest toolkit from Microsoft to equip our team. Visual Studio 2010 (and soon, 2012) keeps our developers productive and gives them the best development experience available on the market. It integrates seamlessly with the other tools in our chest and provides a great way to test and debug our code, ensuring our product meets and exceed our client requirements.

The latest frameworks have given us the opportunity to build out solutions for our customers that meet their growing and transforming needs:

• SQL Server – a fast and stable back-end that gives us scalability and performance in daily operations as well as reporting
• jQuery – lets us create responsive UI for our end-users and keep pages moving quickly which focusing on productivity
• Visual Studio – a development environment that puts the key tools in the right places to keep our team as productive as possible
• The .NET Framework – a solid collection of base classes, frameworks and libraries that let us assemble solutions more quickly than ever before
• Web Services – provide a product backing that allows for deep integration into external systems and other modules outside of our core product.

 

Patterns and Practices

Our core components are built from the essential building blocks of modern software development. We use concepts like dependency injection, composition, dynamic code compilation and have built out a great extension system that allows you to plug in c# or JavaScript code to extend the product even further. We use common patterns – like MVC – so that we can leverage the wide experience in the development community and recruit the best developers.

As we continue to advance our product we’re excited internally about the shift that Microsoft is taking towards open source and community-lead development. We are at a time where a community of developers can now be backed by a multi-billion dollar company for the greater development good. Projects like NuGet, the MVC Framework and even smaller ones such as SignalR are giving our developers opportunities to shine with novel approaches to common problems that in turn give our clients great competitive advantages.

We Are Listening

August 14th, 2012 | Posted by Micah Gallant

As businesses grow and software matures, often both will stagnate, ingenuity will stall and performance improvements will be set aside in favour of hardware enhancements.

We at LogiSense Corporation have been bucking that trend for years as we continually strive to improve all aspects of EngageIP. We aren’t resting on our laurels, nor are we waiting for hardware to speed up the ever expanding data sets of the companies that rely on EngageIP as their billing platform.

We stay on top of things in a number of ways.

For one, we ensure that our EngageIP billing platform performs optimally on the latest released MSSQL platforms and Windows operating systems. Through this we’re able to make use of the latest advancements in software and features from performance related items to reporting functionality and monitoring.

A second way that we stay on top is by improving the interface. This is separate from any hardware or software in general terms and it means that we continue to improve the interface according to our internal reviews and according to end user experience and suggestions. An example would be the layout of particular screens that would be used by CSRs. We are able to tweak these in an ongoing fashion to ensure they meet the needs of the individual company and to the broader use base of EngageIP. We can provide such updates via the regular release schedules and by built in flexible options such as page extensions and jQuery code.

A third way we ensure that the functionality is there that you need is via the API. We are regularly adding and improving the API methods available for use, again via internal reviews and recommendations and by end user request.

We at LogiSense encourage a two way communication on improvements and  feature requests. We are listening! If you have a feature request or question as to functionality, please feel free to let us know how we can make your business run more smoothly!

EngageIP Billing by its nature, being a system that collects data, is only as good as its data sources. Its sources may be from hardware switches, routers, traffic management devices or data entry clerks. However the platform strives to be one step ahead of its data sources by providing many methods to validate and cross check the data being delivered to it to help improve workforce productivity.

One of these processes is related to telecom data imports where we check for valid data first of call, and then also check for duplicate records. The interface it self provides advanced validation logic per data field based on the type of data its collecting, for example if you enter a phone number, it doesn’t allow you to enter a customer name. Simple validation like that goes a great distance in ensuring the integrity of your data and through that, decreasing the amount of ‘junk’ legacy data that is often collected in other systems. These sorts of things are key to data reconciliation, and system performance both for billing runs and for day to day GUI processes.

The most basic method to import data though is by hand and its not a method that will go away soon since there will always be data issues to correct or adjust manually. EngageIP does an excellent job providing flexible billing and payment options to minimize manual data input however there are times when this is needed.  Things such as applying payments manually for customers when they call in fall into the manual data entry category and this relies on the employee to enter the data correctly.

LogiSense recommends that written processes are in place for your business – and they will be highly specific to your own business processes. We recommend step by step instructions for each process you may have such as applying a payment on a customer account, adding manual transactions, how to bill accounts etc. LogiSense also has some excellent resources to detail these processes however inevitably there will be some part of that process which will be required specific to your organization. Examples could include printing off a receipt manually for a customer, or updating an inventory system if its not integrated currently with EngageIP.

For business processes, LogiSense has a series of great training articles in our customer KnowledgeBase that you can print out and provide to your employees for the most common processes such as ‘How to add an account’, ‘How to apply a credit card payment’. Starting with the recommended processes from LogiSense you can keep the knowledge and skill level of your employees updated to ensure you’re doing things in the most efficient manner as well as making use of any new features that may make your workforce more efficient.

Sharing data is not a new concept in the technology world, in fact it really was the catalyst for creating the network in the first place. What is new is the increasing frequency in which machines are sharing data. This concept is called Machine-to-Machine, or M2M.

While the exact projections of just how massive M2M is expected to be varies depending on who you ask, most analysts are predicting growth rates of 30%-40% through to 2015. Despite the discrepancies on just how large M2M will get, one thing is for sure and that it is a hot market.

So we know (expect) M2M to become a bigger market over the next few years, so what? How is billing for M2M different than pervious IP based service offerings such as Data, Voice, Video, Subscription etc?  The key differentiator will be in the breadth of sectors offering services and the increased number of transactions that these services will bring.  It will not just be the telecommunication companies that will be taking advantage of this technology; health care, food services, entertainment, automotive, retail and many other industries will start breaking into the M2M world. Many of which already have.

M2M will be an approach of a lot of variety of service offerings, with high volume and low margins. Mobile operators that are accustomed to offering fixed rate or “All-You-Can-Eat” plans will have to prepare themselves for more detailed and complex billing if they want piece of the M2M pie. The ability to accommodate and monetize on this rapidly growing market segment will depend on whether the Service Provider’s back office systems are designed for this type of emerging technology. Their Billing and OSS platform should be configured to rate and bill for even the most complex service catalogues and high-volume data transaction.

This means many providers will have to adopt an ARPU business model specific for their M2M business that may not correlate with existing low volume high margin practices. This, again, is where the importance of having a capable backend network in place to accommodate the possibility of a dual business model becomes imperative. Having a system that can facilitate both sides as well as the increase in scalability, without the need for swivel chair management will be a major factor in ensuring success.

Listen to Roy Richardson discuss how LogiSense has helped Caribserve during their growth stage as well as continuing to provide benefits for future success.

 

Extending the abilities of EngageIP and adding to its core functionality is often as simple as a page extension or a workflow. LogiSense provides many examples of code that you can plug-in to EngageIP to perform many different functions and can be easily customized to your organizations requirements.


Page Extension – 
At its basic level a script that runs on a specified page within EngageIP to affect forms on the page or add color to ticket lists or do other client side functions that enhance the ability and usability of EngageIP.

Workflows – A more advanced set of scripts that can be configured to trigger based off actions within the EngageIP interface or on a timed basis to perform some action either on a specific customer or on the database as a whole

 

Page Extensions:

Some examples of useful page extensions include the following:

  • Pre-populate dropdown lists or text boxes in EngageIP
  • Force specific dates or lock date fields when adding transactions
  • Colourize tickets list to set high priority tickets to RED, and lower priority tickets to another colour
  • Add iframe content to EngageIP – this is great for consolidating interfaces within one portal
  • Generate notification pop ups to warn admin users of missing data or to follow-up with customers


Workflows / Actions

Some examples of useful workflows include the following:

  • Provide the ability to provision out to an external system when an account is added
  • Automate the sending of a ‘thank you’ letter on successful payment during billing
  • Schedule database maintenance or reindexing
  • Disable bill runs when billing has completed
  • Auto enable a customer account on successful payment
  • Provide invoice due reminders prior to billing (advance notice of invoice)
  • Telecom usage alerts or notifications, automated sending of usage reporting – examples would include notifications to specific persons or emails when usage exceeds a specific amount in a specified period of time to control potential fraud issues or manage overages.
If you would like assistance adding one of these to your system or you have an idea or need for another kind of page extension, please feel free to comment below of contact us.

LogiSense hosted the team from CaribServe (UTS) in St. Maarten. A long time billing and OSS client of LogiSense, we asked Roy Richardson to talk about the relationship between LogiSense and CaribServe.