Back-Office Capabilities Power the Best Practices in M2M Service Delivery
Excellence in M2M service delivery requires a fresh approach to managed services. KORE has developed back-office capabilities designed specifically to support the intricacies and nuances of the M2M application service providers and enterprises and are constantly evolving to meet the changing needs of customers.
Provisioning Systems
KORE systems are connected directly into operator partner's provisioning systems. This ensures accurate, real-time, activation and feature control. There is no manual hand-off, no need to call 'human' service centers – though, of course, KORE specializes in the human variety of technical and customer support – and this flow-through design ensures that activations performed by customers are accurately configuring devices in the field with no perceptible delay. Web and API tools for integrating KORE provisioning and device management systems into customers' own back-office platforms are provided.
Low network use "threshold" monitoring
Within the PRiSMPro gateway every device in use can be independently monitored for excessive-use, with near real-time notification capabilities, greatly reducing the risk of runaway bills and for rapid fault detection.
Support Systems
KORE has an internal trouble ticketing system that ensures accurate tracking, assignment, escalation and resolution of issues supporting various tickets types including trouble reports and other general requests. Issues can be requested via phone, email, fax or directly into the KORE back office systems using the ticket submission feature in the KORE PRISMPro Web Portal.
System Surveillance
KORE monitors all network elements on a 24 hour per day, 7 day a week basis from its Network Operations Center. KORE has technical staff available on an emergency 24/7 basis.
Pro-active Outage Notifications
To ensure all customers are notified prior to any pending network activities, KORE provides email-based outage notifications one week prior to any service impacting planned network maintenance and schedules these maintenance releases for off-peak times, usually over a weekend.
Detailed Electronic Usage Details
KORE has back-office systems that monitor, track and report on every network level transaction created by either SMS, packet data (GPRS/EDGE) or voice usage, as applicable. These details can be requested for ad hoc review/analysis on specific devices or can be provided as a service on a monthly basis.
