Learn about Bezeq International, the telecom giant that chose eWave for implementing its self-service system that supports its private and corporate customers.

 
BACKGROUND

Established in 1996, Bezeq International is Israel’s leading Internet and international telecommunications provider. Bezeq International provides complete telecom solutions in international and intra-organizational telephony, Internet, business integration, hosting, data transfer and security services.

Providing services to roughly 36% of the Internet users in Israel, Bezeq International employs over 2,000 people, about 1,000 of whom provide customer service and support.

 
THE CHALLENGE

With customer service as its first priority, Bezeq International initiated the self-service system as way to provide its customers with advanced, high quality service.
Most services offered via the Internet can significantly reduce the number of calls to the support center while improving service and reducing costs. This is especially true when customer service is provided to a customer base as large as Bezeq International's.
Bezeq International turned to eWave to build the Web-based system that would integrate with its main internal systems. eWave designed the system to provide Bezeq International customers with direct, easy access to its key customer-related systems: customer relationship management (CRM), billing, etc.

THE SOLUTION

eWave established Bezeq international’s self-service system providing its customers with:

• Bill review
• Packaged service purchases
• Personal details updates
• Payment methods updates
• Username and password management

The system is based on TIBCO, an enterprise application integration (EAI) technology that interfaces between the website and the company’s diverse internal systems. Using Tomcat, an open source, JAVA-based server, the system was written in JAVA and JSP. The communication components are based on a simple object access protocol (SOAP).

THE RESULTS

The system was launched at the beginning of 2004, and since then it has successfully supported thousands of customers, who are very satisfied with Bezeq International’s technological advancement and efficient services. By implementing this customer self-service tool, Bezeq International has undoubtedly fulfilled its service vision.

http://www.bezeqint.net/index_eng.html