MCI Expands Customer Service

MCI, Inc. (www.mci.com) introduced E-Bonding Services for business customers, helping them to automate processes and increase operational efficiencies by directly linking to MCI's back-end infrastructure via the Internet. With a system-to-system interface using XML-based Web Services, customers can better manage their communications through automation.

These new capabilities complement MCI's online customer portal, the MCI Customer Center, where customers can perform a range of self-management functions, like ordering new services and monitoring their networking and hosting operations.

"MCI is focused on helping customers make the most of their service experience," said Nancy Gofus, MCI senior vice president of Product Management.

As part of its suite of real-time application integration and data exchange tools for customers, MCI is offering several e-bonding applications, including trouble management, circuit testing, order status and inventory reporting.

MCI customer Logix Resource Group, www.logixresourcegroup.com, a leading provider of customer network management software and service based in Atlanta, Georgia, will use MCI's e-bonding capabilities to manage the networks of its customers worldwide.

For example, businesses e-bonding with MCI for trouble management can benefit from reduced repair times because companies can now automatically create trouble-tickets, receive proactive tickets and view and update tickets, as well as request escalations.

With MCI's new automated circuit testing capabilities, customers have the ability to self-test the "health" of their network connections. Performance results can then automatically be entered into a trouble-ticket for immediate review by a customer's help desk and MCI's team of technical experts to enable diagnosis and restoration for potential issues.

MCI customers taking advantage of automated order management will be able to improve implementation intervals and gain greater visibility into the provisioning cycle, including a more detailed view of the specifics of their orders as well as any potential issues associated with a given order request.

MCI's e-bonding asset management capabilities provide enterprises with greater visibility into circuit inventory specifics, helping them to better plan and make informed capacity planning decisions, as well as perform billing reconciliation.

MCI works closely with customers to prepare for the e-bonding process, including providing project management, data mapping, design, deployment, testing and ongoing operational support and maintenance of the e-bonding environment.

MCI, Inc. (www.mci.com) is a leading global communications provider, delivering innovative, cost-effective, advanced communications connectivity to businesses, governments and consumers.