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Telus
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Dernière mise à jour :
2005-10-12
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Dénomination sociale :
Telus Communications Inc.
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Nom commercial :
Telus
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Autre nom :
ISM-BC Hong Kong
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Autre nom :
ISM-BC Interactive Client Services
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Autre nom :
ISM-BC Telecom Solutions
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Adresse postale
20146-100A Ave
LANGLEY,
Colombie-Britannique
V1M 3G2
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Adresse civique
20146-100A Ave
LANGLEY,
Colombie-Britannique
V1M 3G2
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Téléphone :
(604) 882-3304
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Télécopieur :
(604) 882-9623
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Courrier électronique :
philip.scheltens@telus.com
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Site Web :
http://www.telus.com
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Karen
Tizzard
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Titre :
Account Executive - Sales
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Domaine de responsabilité :
Ventes sur le marché intérieur
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Téléphone :
(604) 293-5177
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Télécopieur :
(604) 293-5787
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Courrier électronique :
karen_tizzard@ismbc.com
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Lino
Bosa
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Titre :
Gestionnaire
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Téléphone :
(604) 882-3305
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Télécopieur :
(604) 882-9623
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Courrier électronique :
lino_bosa@ismbc.com
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Dale
Hardy
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Titre :
Directeur général
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Téléphone :
(604) 293-5320
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Télécopieur :
(604) 293-5787
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Courrier électronique :
dale_hardy@ismbc.com
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Philip
Scheltens
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Titre :
Associate
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Téléphone :
(604) 882-3304
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Télécopieur :
(604) 882-9623
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Courrier électronique :
philip.scheltens@telus.com
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ISM-BC Headquarters:
ISM-BC was formed in 1991, as a result of a strategic
partnership between BCT.TELUS, Canada's second largest telephone
company and IBM Canada. Since then, we've expanded our world-
class operations internationally and achieved over $280 million
in revenue in 1998. As Western Canada's largest IT company, we
have over 1,600 highly skilled professionals and 60,000 end-
users throughout Canada, Hong Kong, Korea and the Philippines.
Our company's resources and expertise span all computing
platforms and environments - from mainframes and mid-ranges, to
client/servers and desktops. Our clients span a variety of
business sectors including: financial, forestry, health care,
manufacturing & distribution, public sector & government,
utilities, and telecommunications.
ISM-BC Telecom Solutions Division
Increased competition in the telecommunications industry makes
high quality service critical to the success of any service
provider. High quality service includes successful call
completion, knowledgeable sales & service representatives, and
timely repair.
At ISM-BC and Telecom Solutions, we create integrated and
tailored IT solutions that are specific to our customers'
business needs and objectives. These services include:
- Systems Operations
- Telecommunication Software services
- System Integration
- Customer Support Centre Services
- Network Management (LAN & WAN)
- ERP Practice
- Vantive Consultation and Integration
- Desktop Integration
- Post Processing Facilities
- Applications Management (Maintenance & Development)
- Cellular Billing & Customer Care Services
- Software Training
- Technical Communication
- Computer-based training
- Web Design
- Internet and Intranet
- e-commerce
- software design and implementation
Our Telecommunication Expertise
The full range of professional services available from ISM-BC
Telecom Solutions helps you attract customers and maintain their
loyalty in today's fiercely competitive telecommunications
market. Our highly advanced and intelligent software
applications optimize your network and customer management
processes. We help you become operational quickly, whether you
are upgrading existing systems or just starting up.
ISM-BC Telecom Solutions Overview
ISM-BC Telecom Solutions is a business unit of ISM-BC
Corporation (http://www.ismbc.com). We have over 18 years of
experience developing operational and business support systems
as a subsidiary of BC Telecom, Canada’s second largest
Telecommunications Company. ISM-BC Telecom Solutions became a
business unit of ISM-BC Corporation in 1997. We continue the
legacy today by designing intelligent operational and business
support systems for an international portfolio of customers in
Canada, United States and Asia-Pacific. Our telecom customers
are located in Canada, United Sates, New Zealand, and Asia-
Pacific.
What Telecom Solutions Can Do For You
As specialists in telecommunication solutions, especially in the
areas of customer care and network management applications, we
have leading edge Information Technology skills, extensive
telecommunications domain knowledge, human factors expertise,
and proven ability to deliver. Our extensive system integration
experience enables us to bring everything together to fit your
unique environment.
ISM-BC Telecom Solutions can provide a full range of system
integration and facility management services, including:
- Customer services system design and implementation
- Telemarketing system design and implementation
- Repair center system design and implementation
- Network management system design and implementation
- Call center design and implementation
- On-line documentation and help system implementation
- Integration with multiple billing systems, provisioning
systems, etc.
- System integration with mainframe legacy systems
- User interface design and customization
- Object-oriented client/server software development
- Process re-engineering and technical requirements analysis
- User training and technical communication
- Project management
Strategic Partners and Alliances
ISM-BC Telecom Solutions form partnership with our clients and
strategic alliances with best-in-class product vendors to
develop creative and innovative solutions based on our client’s
business objectives. Our client base includes the major
telecommunications service providers in Canada, United States,
Asia and New Zealand. The following is a partial list of our
clients:
BC Telecom
TELUS
Teleglobe
GST Telecommunications
Williams Communications
Telecom New Zealand
We also form strategic alliances with best-in-class product
vendors. The following is a partial list of our alliance
partners:
Nortel
Oracle
GTE
HP
Vantive
Cordell
Our Commitment to You
The constantly changing world of telecommunications is our ally.
While we continue to actively expand our client base, much of
our growth comes from meeting the changing needs of our clients
and contributing to your continued success.
ISM-BC Interactive Client Services Division
ISM-BC's Interactive Client Services use a customer-oriented
approach to make sure your company derives the maximum benefit
from your technology investment. To achieve that goal
Interactive Client Services offers complete education, human
factor consultation, and technical communication services.
Our energetic staff are highly trained and dedicated
professionals who have extensive experience in customized
training for any large software deployment, such as Enterprise
Resource Planning (ERP) systems. The Human Factors team provides
human factors and ergonomic support throughout the
specification, design and evaluation of user interfaces for any
systems involving human-computer interactions. Our Requirements
staff can also offer services in the telecommunications and
customer care domain. As a vital link between software
developers and customers; our Technical Communication staff’s
goal is to create documentation that facilitates an important
mutual understanding of the product, system, or service.
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Pays propriétaire :
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Canada
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Année d'établissement :
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1991
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Exportation :
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Oui
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Industrie primaire (SCIAN) :
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541510 - Conception de systèmes informatiques et services connexes
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Activité principale de l’entreprise :
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Services
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Total des ventes ($CAN) :
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50 000 000$ +
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Nombre d’employés :
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1700
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Nom du produit :
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Network Management
(Exportation)
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Telecommunications Management Solutions (TMS) is our
Telecommunication Network Management system which features
highly integrated supervisory control and data acquisition
functions combined with superior Traffic Management and fault
management capabilities. Field-proven and extremely
reliable, TMS is managing more than 450 central office switches
and hundreds of thousands of alarms worldwide, with a track
record of uptime which meets and exceeds telecom requirements.
TMS uses Remote Network Management Unit (RNMU) to achieve
unparalleled real-time alarm throughout in mission-critical
operational environments. Customers include TELUS and New
Zeland Telecom. We also, have offices in Hong Kong, Korea, and
the Philippines.
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Nom du produit :
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Remote Network Management Unit
(Exportation)
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The Remote Network Management Unit (RNMU) is a highly advanced,
intelligent mediation device from ISM-BC Telecom Solutions,
which delivers superior processing power and memory capabilities
unavailable with conventional RTUs. The RNMU is capable of
supporting a wide range of features.
These features include discrete supervisory control and data
acquisition, serial protocol transport, and a variety of network
management mediation functions.
The RNMU can be cost-effectively configured to meet anticipated
remote applications requirements. The flexible product platform
allows the unit to be tailor-made for your needs. The RNMU can
be configured as a network management system data concentrator or
as a data collection processor.
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Nom du produit :
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Traffic Network Management
(Exportation)
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Traffic Network Management(TNM)
TNM provides network managers with the tools to achieve the
following objectives:
1) To ensure the maximum utilization of all equipment at all
times.
2) To complete as many messages (calls) as possible
In order to meet these goals, TNM provides applications that
assist network managers in recognizing network events such as:
General network overload situations; Focused overloads; Switch
overloads; Minor equipment failures; Major equipment failures.
TNM is especially suited for managing a large number of switches
from different switch vendors. All switching data and controls
are presented to the user in a common format allowing users to
concentrate on managing network traffic, and not on the
differences between switches.
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Nom du produit :
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CompleteConnections
(Exportation)
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CompleteConnections™ is a highly advanced and intelligent
software sytem that enables telecommunications service
providers an efficient way to offer customer care solutions,
such as billing, product ordering, and customer account
management.
Based on ISM-BC’s customer-centric approach to customer care,
CompleteConnections™ gives telecommunications service providers
the right tools to achieve the following goals of superior
customer services:
•Acquire new customers
•Understand the customers
•Improve customer satisfaction
•Build customer royalty
Unlike generic customer care products, CompleteConnections™ is
designed specifically for telecommunication service providers.
In the ever-changing competitive telecommunications industry,
service providers can rely on CompleteConnections™ ’s support of
pre-packaged products, such as local access, call management
services, Internet services, etc., to offer competitive services
rapidly. The CompleteConnections™ flexible client-server
architecture, with its CORBA JAVA-based data server, enables
quick integration with back-end telecommunications systems,
including billing systems, service order management systems,
provisioning systems, facility management systems, and customer
database.
The diagram below summarizes the plug-and-play functional
modules within the CompleteConnections™ suite of applications.
Each functional module, with its user-friendly GUI (Graphical
User Interface) is designed to include the following benefits:
•Easy to navigate and learn
•Natural language presentation
•Complete customer contact history
•Enterprise-wise customer information
•Customer Relationship Management (CRM)
Telecommunications service providers can easily combine
Complete-Connections™ ’s plug-and-play functional modules to
implement customized in-bound customer service call centers,
out-bound telesales call centers, and in-bound service repair
centers that will differentiate them from competitors.
Alternatively, service providers can choose the following
pre-packaged functional components:
CustomerConnections™ for in-bound service requests and billing
inquiries.
SalesConnections™ for out-bound and in-bound telesales
campaigns.
AssuredConnections™ for in-bound problem reports and repair
services.
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Nom du produit :
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CustomerConnections
(Exportation)
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CustomerConnections is a flexible business solution designed
for a telecommunication customer service environment which
enables effective order handling and billing adjustments while
helping customer service representatives (CSRs) respond quickly
to inbound service calls, and customer inquiries.
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Nom du produit :
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CustomerConnections Desktop
(Exportation)
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CustomerConnections is a flexible business solution designed for
a CLEC customer service environment that enables effective order
handling and billing adjustments while helping customer service
representatives (CSRs) respond quickly and effectively to
inbound service calls and customer inquiries.
By delivering important customer care functionality such as
order entry, customer account management, and billing,
CustomerConnections helps you maximize customer service.
CustomerConnections provides the following features:
- Ability to add, change, or remove customer products and
services
- Ability to perform billing inquiries and adjustments via a
third party billing system
- Comprehensive account information management and detailed
customer history
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Nom du produit :
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CustomerConnections Administration Tool
(Exportation)
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CustomerConnections Administration Tool
The administration tool for CustomerConnections enables
administrative functions such as employee information
management, product, contract, and fulfillment material
definition and modification, and service order management.
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Nom du produit :
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CustomerConnections Server
(Exportation)
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CustomerConnections Server
The CustomerConnections Server allows an external system to
access data from the CustomerConnections Service Order complex
object via CORBA. The external system can register and
deregister an interest in service order changed events, retrieve
data about service orders, and change the status of service
order items.
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Nom du produit :
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CustomerConnections Billing Interface Server
(Exportation)
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CustomerConnections Billing Interface Server
The Billing Interface server enables customer service
representatives to perform billing functions such as inquiries
and adjustments to your billing system.
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Nom du produit :
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Installing and Integrating Complex Systems
(Exportation)
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Installing and Integrating Complex Systems
Designing and implementing a robust, scalable, and cost-
efficient customer care and billing system is a complex and
somewhat frustrating enterprise. Telecom Solutions can help
service providers meet these challenges with expert knowledge in
a wide variety of software systems, developing customized
solutions, IT project management, and system integration.
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Nom du service :
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Information Technology
(Exportation)
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ISM-BC Corporation, Western Canada’s largest Information
Technology outsourcing services company, has a customer base
that encompasses a wide variety of industries, including
Telecommunications, Public Sector, Forestry, Healthcare, and
Finance. We have successfully provide IT professional services
to effect dramatic positive results for all of our customers. We
have offices in Hong Kong, Korea, and the Philippines.
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Nom du service :
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System Integration
(Exportation)
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With our vast experience of many successfully completed
projects, ISM-BC has implemented multiple systems integration
with a variety of clients from across Canada, Hong Kong, Korea,
Philippines, New Zealand and the USA. We tailor the needs and
services to match each client’s specific business needs at the
same time bring the projects in on-time and within budget. At
ISM-BC we have unique combination of knowledge and experience
integrating with: Billing systems, Provisioning systems, Various
databases, Legacy systems, IVR, CTI, ACD, PBX systems,
Internet/Intranet, Repair and test systems, Inventory systems,
Administration tools, Transaction process middleware,
Information brokers, and On-line documentation and help systems.
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Nom du service :
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System Customization
(Exportation)
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We have experience with combining our IT expertise with our
strategic partners’ best-in-class products to meet our
customers’ needs and business requirements. Our system
customization services include: User interface customization,
Business process customization, Work flow customization, Country
specific localization, Configuring/implementing a system to
support the customers’ products or services. Our partners
include Vantive, SAP, Baan, PeopleSoft, Oracle, Nortel.
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Nom du service :
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Service Assurance
(Exportation)
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Service Assurance Services- a customer care solution designed
specifically for telecom repair call centers - identifying and
resolving most telephone problems while the customer is on the
line. Additionally, as a service, we can design and implement a
customized a service assurance system for telecommunication
service providers.
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Nom du service :
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Interactive Client Services
(Exportation)
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Interactive Client Services provides a customer-centric approach
that allows you to derive maximum benefits from your technology
investment. We offer complete user education, human factors
consultation and technical communication (documentation or
writing) services to ensure that you receive the ultimate return
on your technology investment.
Our energetic staff are highly trained and dedicated
professionals who have extensive experience in customized
training for any large software deployment, such as Enterprise
Resource Planning (ERP) systems (SAP, Baan, PeopleSoft), or a
system that was designed specific your your company needs.
Additionally, we also offer services in Computer Based Training
(CBT) Web-based Training, and on-line help.
The Human Factors team provides human factors and ergonomic
support throughout the specification, design and evaluation of
user interfaces for any systems involving human-computer
interactions. Our Requirements staff can also offer services in
the telecommunications and customer care domain. As a vital link
between software developers and customers; our Technical
Communication staff’s goal is to create documentation that
facilitates an important mutual understanding of the product,
system, or service. Documentation includes manuals, user-guides,
online help.
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Nom du service :
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Technical Communication
(Exportation)
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Technical Communication, documentation, writing.
MISSION: To produce documentation of the highest quality, to
create innovative on-line resources, and to provide consistent
editorial support by means of our cooperative, dynamic and
flexible group approach.
The TECHNICAL COMMUNICATION GROUP is a vital link between
software developers and customers; our goal is to create
documentation that facilitates an important mutual understanding
of the product, system, or service.
The Documentation Process
The documentation process begins as specifications are being
defined, early in the life cycle of each new project.
Preliminary information is used to create a documentation
project plan that identifies the intended audience, outlines
deadlines, and assigns primary and secondary authors to write,
edit, and update documents as the project evolves.
Breadth of Technical Communication
In addition to producing the paper documentation usually
associated with software support - including user's guides,
installation guides, and system administrator's guides - we
create innovative on-line support as required for each project.
This includes WinHelp and NetHelp, and on-line manuals. And
since members of our group are fluent in three languages, we can
produce materials in Spanish and French, as well as English.
Documentation can be as rich or as sparse as appropriate, and it
helps our customers get the maximum return for their software
investment.
To help display a consistent voice and vision, the TECHNICAL
COMMUNICATION GROUP is also available to edit material created
by other groups, including proposals, process and procedure
documentation, marketing collateral, and requirements
specifications. We are a resource able to lend our expertise to
any project requiring clear communication.
Benefits of a Group Approach
Team writing, peer reviews, brainstorming sessions, and regular
standards reviews enable us to bring our varied strengths and
experience to complete each project in an efficient,
cost-effective manner. Our collaborative approach ensures all
documentation has a consistent look and feel, and our diverse
skill set lets us draw from a range of talents for each project.
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Nom du service :
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Human Factors Services
(Exportation)
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Human Factors
THE HUMAN FACTORS GROUP at ISM-BC Interactive Client Services,
provides human factors and ergonomic support throughout the
specification, design and evaluation of user interfaces for any
systems involving human-computer interactions. Recent projects
have included the design and evaluation of graphic user
interfaces, internet and intranet interfaces and interactive
voice response interfaces.
OUR GOAL is to support the design and development of useful,
efficient, usable and learnable user interfaces. To this end, we
will act as the user’s advocate in a user centered design
process.
A USER CENTERED APPROACH to designing user interfaces can
benefit the end users of the application as well as the client
organization.
Human Factors Services
The HUMAN FACTORS GROUP can provide the following services to
support the goal of designing and developing useful, efficient,
usable and learnable human-computer interfaces.
Business Process and Task Analyses
HUMAN FACTORS SPECIALISTS can provide a user centered
perspective on a client organization’s business processes through
business task analyses and business task flow specification. Our
goal is to understand the client organization’s current methods
and procedures by observing and interviewing users and by
reviewing their training material. This information will provide
input to user requirements and user interface design
requirements.
User Needs and Requirements
HUMAN FACTORS PERSONNEL will elicit information about the wants,
needs and requirements of end users through the use of user
interface mock-ups, observations, questionnaires and interviews.
They can then produce user interface requirements to compliment
the system functional requirements.
User Interface Design
Our HUMAN FACTORS SPECIALISTS can apply their skills and
knowledge of human factors research, standards and guidelines,
as well as existing user and functional requirements, to design
user interfaces that are useful and usable and have an
understandable and consistent look and feel.
Usability Evaluation
Our SPECIALISTS will evaluate client or competitor user
interfaces for their usability and learnability by the expected
users. These evaluations can include formal or informal testing
of paper and pencil designs, on-screen user interface mock-ups,
prototype user interfaces or released products.
Other Human Factors Services
Training
HUMAN FACTORS SPECIALISTS can provide basic training about the
concepts and methods of human factors and ergonomics, especially
as applied to human-computer interface design and evaluation.
Marketing and Sales Support
HUMAN FACTORS SPECIALISTS will conduct concept discussion
groups, evaluate future products using simulations and mock-ups,
and provide usability evaluations of competitor applications in
order to develop a user interface strategy for new or existing
products or systems.
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Nom du service :
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SoftwareTraining Services
(Exportation)
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Training Services
ISM-BC Interactive Client Services provides end-user Software
training services. Our Staff are professional, qualified
instructors who combine software expertise with a knowledge of
adult learning methods to create courses that meet the needs of
both the customer and user.
This training group designs, develops and delivers user or
administration; train-the-trainer courses. Additionally we can
provide computer-based-training (CBT), web-based-training, and
offer consultation services on course planning, training
materials and audience evaluations.
Courses
Courses are typically a combination of lecture, hands on, group
work and individual study. Student workbooks and other
educational aids are included in the course material. To request
user, administration or train-the-trainer courses, provide the
following:
· a detailed description of the type of information to be taught
· copies of existing documentation related to the course material
· specifics regarding the audience (language preference, job
description, technical skill level, education, preferred
learning styles)
· a schedule of system delivery dates and proposed dates for
course presentation
· access to audience for interviews and observation
· course materials and facilities necessary to the presentation
· Courses normally take from 1 to 3 months to develop.
Consulting
Training consulting services normally include user education
planning, training materials reviews and audience.
To obtain consulting services, a client must provide the
following:
· a description of the expectations and/or objectives of the
help required
· copies of any existing, related documentation
· specifics regarding the audience (language preference, job
description, technical skill level, education, preferred
learning styles)
· a schedule of system delivery dates and proposed dates for
course presentation and delivery
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Nom du service :
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Vantive Practice
(Exportation)
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As integrators and consultants for Vantive, we can provide
expertise in Vantive’s web-enabled software products. Vantive’s
fully integrated suite of front office software products
provides the entire necessary customer relationship solutions.
These solutions include: Vantive Sales, Vantive partner Desktop,
Vantive Web Self Serve, and Vantive Help Desk just to name a
few. With our partnership with Vantive we can help you forge
natural links across organizations via shared databases, common
software, and integration with back-office and legacy systems.
For more information on Vantive: www.vantive.com
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Nom du service :
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Customer Contact Centre Technology
(Exportation)
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The customer contact center is at the heart of a successful
client based organization, and for a successful customer contact
centre you need best-in-the-business call centre solutions and
expertise such as trouble management, customer service systems,
network management, and service provisioning. Our technical
staff is dedicated to giving you the best-in-the-business.
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Alliances :
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Financier :
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Nationale,
Étrangère
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Ventes / marketing :
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Nationale,
Étrangère
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Technologie :
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Nationale,
Étrangère
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Note : Ce document est présenté dans la langue dans laquelle il a été fourni par l'auteur ou la source. Tous les renseignements dans le Réseau des entreprises canadiennes ont été fournis par les représentants des entreprises ou par des sources à l'extérieur d'lndustrie Canada. Industrie Canada décline toute responsabilité quant à l'exactitude, l'actualité et la fiabilité d'un tel contenu.
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Répertoires d'entreprises 