Thomson Video Networks Contact Center Guide

Size: px

Start display at page:

Download "Thomson Video Networks Contact Center Guide"

Deborah Reed
10 years ago
Views:

1 Thomson Video Networks Contact Center Guide THOMSON VIDEO NETWORKS 6, rue du clos courtel, CESSON-SEVIGNE France Tel Fax : THOMSON VIDEO NETWORKS SAS au capital de euros Siège social: 6, rue du clos courtel Cesson Sévigné,France. RCS Rennes VAT FR February 2012

com THOMSON VIDEO NETWORKS SAS au capital de 5 689 540 euros Siège social: 6, rue du clos

2 Table of Contents 1. Customer Support Organization Contact Center Role... 4 Table 1: Dysfunction Category... 5 Table 2: Call Center Phone Number... 6 Table 3: Contact Center Process Overview... 7 >> 2

3 Customer support is the responsibility of the Thomson Video Networks organization for the provision of services following the date of acceptance of a product or system. Our organization ensures services bought by our customers are in accordance with the terms of the agreed contract. Our customer support organization guarantees Thomson Video Network s commitment to meet customer expectations. 1. Customer Support Organization Customer support organization is based on local (close to the customer s premises) and remote organizations: The contact center is the preferred entry point for customer contact and is available 24 hours a day, 365 days a year. The contact center is responsible for customers call reception, recording support requests and directing support requests to the appropriate support level. The 1 st level support is the sales and field services organization, which manages the initial local support to customers in their region. These people work daily to provide first-class services to our customers. The 2 nd level support is responsible for providing in-depth product and system trouble-shooting on support requests that cannot be resolved by 1st level support. When a request cannot be resolved by 2 nd level support it is escalated to Thomson Video Networks Laboratories (Labs), which is 3rd level support. The 3 rd level support coordinates the required development to be made by Thomson Video Networks R&D on a released product to restore functionality inside the customer environment (patch, updates...), where a product functionality defect is identified. The repair center handles the repair process of all Thomson Video Networks, and eventually third-party products. Its action starts in supplying a Return Material Authorization (RMA) number to customers and ends with delivering the repaired (or new) product according to the agreed Incoterms conditions. The stock support centers are responsible for maintaining a level of Thomson Video Networks stock to answer worldwide advance exchange process and Thomson Video Networks Service Level Agreement (SLA) commitment. >> 3

Our customer support organization guarantees Thomson Video Network s commitment to meet customer expectations. 1.

4 The contact center, the 2 nd level support, the repair center and stock support center are the remote organizations supporting the local Thomson Video Networks field services teams in their daily tasks. Customer support processes allow contact center agents, Thomson Video Networks sales forces, and other customer support representatives to better share the customers needs and to address those needs rapidly and professionally through real-time customer information, deep product knowledge, and suitable resolution tools. 2. Contact Center Role Thomson Video Networks contact center handles the support across a broad range of communication channels such as telephone, and Web (for customers under contract). These communication ways are integrated, allowing the contact center to get a full picture of the customer request and associated events; this integration enables better support to meet customer needs. The Thomson Video Networks contact center manages customer history, customer profiles, service requests, and service level agreements, and so the contact center agents can refer to the right Thomson Video Networks customer support engineer to satisfy customer needs. According to the customer service contract, the call center provides fast access to expertise any time of the day or night. Our telephone support service team directs customer support staff to a relevantly qualified specialist, either in French or English as required. When a customer s engineer calls, the person needs to indicate the severity level caused by the dysfunction. Then a Thomson Video Networks engineer calls back according to the agreed scope and timeframe in the service contract (out of warranty, warranty or covered by Service Level Agreement) and according to the severity level of the dysfunction. >> 4

Customer support processes allow contact center agents, Thomson Video Networks sales forces, and other customer support representatives to better share the customers needs and to address those needs

5 Table 1: Dysfunction Category Dysfunction Category Description Shall mean any defect causing instability or seriously reducing the performance of the Critical System and preventing the System from performing its primary function(s) and there is no work-around / redundancy. Shall mean any defect representing a serious degradation of the performance of the Major System for which a work-around solution may exist, but not preventing said System from performing its primary function. shall mean any dysfunction of the System that is not considered as a Critical Default or Minor as a Major Defect. Information Request for general information relating to the product The unlimited telephone support employs a call logging and problem tracking system. The support team coordinates the technical support and logistic actions in case of the need for a replacement module or on-site assistance in accordance with appropriate procedures. To ensure a full traceability of all calls made under the support agreement, all Thomson Video Networks engineers utilize professional applications and provide unique call-log trouble identification. This enables the entire support team to have visibility of the action taken and to know the current status of each support call made by the customer. This system also provides key performance information for the service management team to be able to collect detailed and accurate information relating to the contract usage for inclusion into periodic reports for the customer. Professional process management allows monitoring product performance across its entire installed base providing crucial information for product support and product improvements. How to reach the contact center? By phone: The contact center phone numbers are listed below. By unique mail address at [email protected] By Web: Authorized OneCare Service Level Agreement customers can use Ecare service that is the Thomson Video Networks Web portal to log and track customer s issues. These three means of communication are integrated under the same customer relationship management application. >> 5

Shall mean any defect representing a serious degradation of the performance of the Major System for which a work-around solution may exist, but not preventing said System from performing its primary

6 Table 2: Call Center Phone Number (* 1 ) TF= Toll Free, SF= Caller charged at Standard Fee Toll Free numbers might not be reachable from mobile phones depending upon mobile phone operators in case of problem please use land lines Customer s Area Customer s Country Thomson Video Networks Contact Center Phone Number TF or SF (* 1 ) Thomson Video Networks Support E- mail USA TF [email protected] Canada, Argentina TF [email protected] Americas APAC EMEA Brazil TF [email protected] Mexico TF [email protected] Peru TF [email protected] Others SF [email protected] Hong Kong, Malaysia, TF [email protected] Philippines, Singapore, South Korea, Taiwan India subcontinent TF [email protected] Australia TF [email protected] Others SF [email protected] Belgium, Cyprus, TF [email protected] Finland, France, Germany, Ireland, Israel, Italy, The Netherlands, Norway, Russia, South Africa, Spain, Sweden, Switzerland, UK Hungary TF [email protected] Others SF [email protected] >> 6

support@thomson-networks.com Canada, Argentina +800 9010 1010 TF contact.support@thomson-networks.com Americas APAC EMEA Brazil 0800 8923 721 TF contact.support@thomson-networks.com Mexico 001 800 514 2514 TF contact.

7 Table 3: Contact Center Process Overview >> 7

Foreign Taxes Paid and Foreign Source Income INTECH Global Income Managed Volatility Fund

Foreign Taxes Paid and Foreign Source Income INTECH Global Income Managed Volatility Fund Income INTECH Global Income Managed Volatility Fund Australia 0.0066 0.0375 Austria 0.0045 0.0014 Belgium 0.0461 0.0138 Bermuda 0.0000 0.0059 Canada 0.0919 0.0275 Cayman Islands 0.0000 0.0044 China 0.0000