Customer Service System — past, present and future

  • Authors:

  • P. F. Harrison

  • Affiliations:

  • BT Laboratories, Martlesham Heath, Ipswich, Suffolk, England IP 5 3RE

  • Venue:
  • BT Technology Journal
  • Year:
  • 1997

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Abstract

BT‘s Customer Service System (CSS) is the core operational support system for BT and brings in 70% of BT‘s income. It was rolled out nationally in 1989 and provided an integrated system for telephony — order handling, repair handling and billing. It continues to grow in size and scope to handle new products and services and increasingly is interfaced to other systems to facilitate automation of business processes. The need to overcome its limitations drives an evolution process for the system which is leading to the development of complementary platforms with which CSS must interwork and which will eventually replace it.