C3 Customer Control Centre Portal
The Customer Control Centre (C3) Portal offers enhanced communications between Telstra Global and customers, particularly during periods of issue resolution and performance management.*
Telstra Global C3 focuses primarily on delivering Service Assurance by providing a “virtual” Network Operations Centre to bridge the traditional communication gap” between staff and customers to resolve service issues. The platform facilitates real time communication throughout the life cycle of an issue, which will help ensure quicker issue discovery, analysis and resolution.
Telstra Global C3 is not just a Service Assurance portal; it also provides customers with direct access to a comprehensive set of service management, reporting and analysis tools.
Telstra Global C3 provides a view of all its IP services to its customers, which can be filtered by product type, country and city. It also provides customers with the Telstra Global Service Identification and Customer ID. From this view, the customer can view related tickets, create a ticket, run reports and use the network analysis tools.
Telstra Global C3 provides a real time view of the status of customers’ tickets and real time updates from creation to resolution. Service issues can be initiated by customers with the submission of a service interaction or from the network using network monitoring systems. Any operational update on a particular issue will be recorded against the relevant service ticket in the Telstra Global C3 Service Management system and provided to the customer as a real time update. Customers have full visibility of ticket status at all times.
Reporting and Network Analysis
Telstra Global C3 provides direct access to the customers’ traffic and performance reports to check network utilisation and historical trends and to ensure that its services are operating within agreed Service Level Agreements (SLAs). In addition, it provides access to network analysis tools, such as the ‘Looking Glass’ functionality to check route performance. In a future release, customers will also be given access to a ‘Command Line Interface’ tool, which will provide a set of commands to access network ports supporting a service.
Planned Work Notification
Telstra Global C3 will deliver notifications to customers of any planned work that Telstra Global will be performing that will directly affect their services. Customers will be able to provide comments on the planned work and communicate directly with Telstra staff regarding any issues they may have. As with issue management, a planned work ticket will be generated in the portal providing real time status reports of the planned work, including commencement and completion times.
Real Time Communication
Telstra Global C3 delivers the capability to provide bidirectional real time updates. These updates may be issue progress, additional information requests, comments on planned work, or other communications necessary to ensure seamless customer service.
*The portal is for use by Telstra Global customers only and the above outlines features and benefits of the portal in general, not necessarily specific to every customer’s individual solution.