Customer care and billing-service differentiator in PCS
Saptarshi Purkayastha, Ramvivek Ramamoorthy, V. Tyagi · 2002
Personal communication services (PCS) enables each user to participate in a user defined set of subscribed services. The user can initiate and receive calls on the basis of a unique, personal, network transparent personal telecommunications number across multiple networks, public and private, at any terminal, fixed or mobile, irrespective of geographic location. PCS usage is limited only by terminal and network capabilities and restrictions by the network provider. The entire service is highly personalised. The variety and the quality of services make PCS distinct from other telecom services. What distinguishes one PCS service provider from the other is the quality of the response that the users get each time they interact with the service provider's organisation. A good customer care and billing system (CCBS) is the key to providing such a high quality of response.