IT support is essential to implement effective
business strategies. A business has to coordinate on entire supply - chain process and
corresponding information flow.
MTNL being a
service organization is reaching out to its customers with a customer focussed strategy to
better information about customer profiles.
The whole world is
witnessing convergence of technologies evolved by the Information Technology, voice &
data services are being offered on single platform.
Services like call
centres, internet, e-commerce, intelligent network, personalised services, network
management etc. are required as single window solution.
MTNL has recognized that
IT is the key to future business success. IT is being implemented as the backbone for
running customer friendly services. Several IT systems such as CSMS (Customer Support
Management System), FRS (Fault Repair System), DQ (Directory Enquiry), FMS (Financial
Management System), IVRS (Interactive Voice Response System) and accounting and billing
systems are already operational at MTNL. The projects for Dataware housing, call centers,
e-commerce billing mediation , new IT policy consultancy projects are in pipeline.
MTNL has synergised all its energies to total
customer satisfaction by modernising the services to international level and incorporating
in its network.
Service Centres - A single window solution
for instant connectivity and shopping experience.
Services Management System (CSMS)
- Registration of Telephone connection
- Directory Enquiry
- Fault Repair Services
Voice Response System (IVRS)
- Complaint booking
- Changed number announcement
- Local Telephone Assistance
- Telephone Bill Enquiry Service
Directory Enquiry Service
- Voluntary Deposit Scheme
- Electronic Clearing Scheme
- Credit Card Scheme
- On line bill payment through Internet
Cellular Mobile Services
MTNL, with world- class vision, has ordered GMS equipment worth 100,000
subscribers, to enter into GSM technology to attain global excellence & leadership in
The network envisaged will support
applications like - Intelligent Network, Gateways, Landline Networks:
VALUE ADDED SERVICES
a) Voice Mail Service:
The receipt of a voice mail message
results in the generation of a message waiting indicator on the customer's mobile phone.
b) Short Message Service :
GSM network provides the capability to
send & receive short text messages to & from mobile handsets.
c) Cell Broadcast Service :
Cell Broadcast Short Messages are
addressed to a radio cell & are destined to be received by all subscribers within a
radio cell or range of radio cells.
d) Intelligent Network Services :
(i) International Roaming support
(ii) Advanced Roaming Services (ARS)
- Freephone - Split charging e.g. local tariff anywhere within
- Premium rate e.g. information lines & entertainment
- Universal Access Number
(iv) Virtual Private Network (VPN)