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Brief: Edocs targets telcos at the perfect time

Its new telecommunications-specific customer service suite is out, just as a new federal regulation could lead to increased customer churn.

The timing of the new software release from edocs Inc., a Natick, Mass.-based customer service and e-billing vendor,...

probably couldn't be better.

Its new Industry Applications Suite for Telecommunications, which ships today, is designed for landline and wireless service providers to reduce customer churn. The suite features service and order management, reporting and analytics, customer rate plan advice, and e-billing and payment capabilities.

The application set comes as wireless providers prepare for a new federal regulation enabling customers to switch services but keep their phone numbers. The Wireless Telephone Number Portability Act goes into effect Nov. 24 in the nation's major markets.

The edocs suite includes Telco Service Manager, which oversees service relationships online and gives customers Web self-service capabilities; Telco Analytics Manager, a Web-based application containing pre-built cost and call reports; Rate Plan Advisor, software to recommend ideal plans for wireless subscribers; and Teleco e-Billing Manager, letting customers access their accounts online.

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