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Siebel Communications Guide > Credit Management in Siebel Communications > About Credit Management in Siebel CommunicationsCredit management functionality frequently resides in third-party back-office credit applications. Siebel Enterprise Application Integration (Siebel EAI), which is part of Siebel Communications, provides you with the ability to integrate with these applications and to use their information and functionality. If customers are late in paying their bills or have not paid their bills in full, then their accounts are flagged by the third-party credit application. The rules for detecting late payment or nonpayment are defined in the credit application. Siebel Communications can interpret late payment or nonpayment messages that the credit application generates. As a basis for credit management, Siebel Communications provides information in the form of credit alerts. A credit alert is a Siebel Communications credit record that can be generated by messages from a back-office credit management application when a customer breaches a credit threshold. It can also be generated manually by a customer request or by the initiative of a customer service representative (CSR). Credit alerts can be resolved through a variety of means, such as customer payment of the outstanding amount, adjustments to a customer account to correct an erroneous billing, and an agreement with a customer for a payment arrangement plan. When Siebel Communications is linked with the external Oracle Communications Billing and Revenue Management application through Oracle Application Integration Architecture, credit management works as shown in Figure 17. The diagram shows the following process:
Siebel Communications Credit Management provides the following capabilities:
In addition, Siebel Communications provides the following credit management requirements in other modules:
CSRs use Credit Management functionality to manage and monitor customer credit issues. They are responsible for reviewing with the customer all account information and credit issues, as well as answering billing inquiries, suggesting payment arrangement plans, and making account adjustments. Customer service supervisors use Credit Management functionality to determine whether a CSR is allowed to request credit adjustments on a customer's account, set up payment arrangement plans, and maintain billing profiles. |
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