Customer Self-Care

Be available for your customers
when they want, how they want, where they want.

GLDS > Solutions > Customer Management and Billing > Customer Self-Care

Web-Based

MyBroadbandAccount™: Web-Based Customer Self-Care, Available 24 x 365!

MyBroadbandAccountMyBroadbandAccount™ is tightly integrated with your BroadHub® billing and SuperController™ service delivery software to provide the best customer self-care solution available. Customers can instantly upgrade to new premium services, view their bill and pay it by credit card or bank draft, sign-up for recurring billing, view payment history, order Pay-Per-View, view PPV Order History, view Call Detail Records and report problems. Your customers have their own login and password to ensure their billing data remains secure.

GLDS hosts the platform, maintains security certificates and PA-DSS (PCI) compliance requirements. The platform is visually integrated into your existing website so that your customers never know they are dealing with it. You control the whole site from your web browser. Custom configure your layout, color scheme and fonts. Add your complete channel lineup, and list any current specials you might offer.

Want to see a demo?  Just ask.

MyBroadbandMarket™: Web-Based Shopping and Self-Subscription Portal

MyBroadbandMarket™ takes integration and automation to a new level as it digs even deeper into your BroadHub® customer management and billing system to provide your customers with real-time, house-specific product availability, and pricing.  No more generic bundles and prices on your website.  No more “give us your information and we’ll call you” type web forms.

Customers can view available product bundles, or create their own dynamically from an unlimited number of voice, video and Internet options, all while shopping on their schedule, 24×365.  Reduce phone calls from window-shoppers, and yet give your website visitors all the tools they need to make decisions.

Not just a tool for customers ‘checking things out,’ MyBroadbandMarket powers the entire sales cycle from product bundling, to equipment selection, and even offers the customer the ability to schedule their installation based on available resources managed within BroadHub – it’s like you added an unlimited number of CSR’s with an unlimited capacity to serve customers.

GLDS hosts the platform, maintains security certificates, and ensures PA-DSS compliance requirements. The platform is visually integrated into your existing website so that your customers never know they aren’t working directly with you.  It’s even responsive so it performs well regardless of whether your customer is at a desktop, or mobile.  You’ve got the ability to configure many of the platform’s features from a web browser. Create new products and bundle them within BroadHub then launch them immediately on MyBroadbandMarket.  It’s the most powerful marketing tool we’ve introduced to date.

Want to see a demo?  Just ask.

Phone-Based

Audio Response Unit: Phone-Based Self-Care, 24 Hours a Day, 365 Days a Year!

GLDS offers a fully integrated ARU for full-time, unattended account balance inquiry, bill payment and even PPV event ordering. Additional blind features allow technicians to close work orders remotely and send a refresh to equipment. Operators can also use the ARU for outbound dialing to remind customers of upcoming appointments, advise them of the next big PPV event or even notify them of a pending disconnect. It’s a complete telephone-based communication tool.

The GLDS ARU is a PC-based system that will simultaneously answer 4, 8 or 12 phone lines. The ARU utilizes industry standard speech cards from Dialogic, the most respected name in voice processing hardware. The GLDS software provides reliable, low cost automated customer support – It’s easy to use and easy for you to monitor. Our ARU is compatible with most analog and digital addressable controllers and conditional access systems. No need to worry about shopping for new hardware — it’s included with the GLDS ARU.

The GLDS ARU is fully integrated with the GLDS BroadHub® Billing and Customer Management System and SuperController™ automated provisioning platform. No additional interfaces, batch processing, or manual tasks are required — it’s all automatic!

GLDS’ ARU offers a customizable implementation to meet your specific functional requirements.

Choose from these options:

  • Phone port capacity of up to 12 ports
  • Box hit (addressable refresh from a “blind” tech menu)
  • Work Order Close (from “blind” tech menu)
  • Balance Inquiry (speaks last bill amount, last payment amount, and current account balance)
  • Pay by Credit Card (requires WinPay license and license of Balance Inquiry.)
  • ANI/CallerID account pass-through
  • Outbound dialing for appointment or past-due reminders