ZOEY

ZOEY is Tekton Billing’s billing and provisioning platform for telecoms and IT resellers, which you run under your own brand to bill your customers for broadband, mobile, voice and IT services. Connect ZOEY, and Neo agents can answer your customers’ billing and line questions from it and make the changes they ask for.

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What Neo can do with ZOEY

• Find the caller’s account by company name, email or phone number, with its billing contact, status and outstanding balance
• List the account’s services with the network and supplier behind each line, so a broadband fault goes to the right supplier and a SIM’s network is known
• Explain why a bill went up by comparing an invoice’s lines with the month before, and read the charges on each service
• Flag an account with an outstanding balance before the agent engages
• Add or remove a bolt-on or bar, change a tariff or number, estimate the early termination charge and cease a line, once the customer confirmed it
• Update a contact or a site, and add a charge to a service

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Your accounts are mapped to companies

Neo matches your ZOEY accounts to the companies in your PSA and keeps the mapping on the ZOEY card’s Organization Mapping tab, refreshed on each PSA metadata sync. Closed accounts are not matched. Matching uses the account name, exact and then after stripping spaces, case and a legal-form suffix (Ltd, Inc, LLC). An AI match handles the long tail. A name two of your PSA companies share, or two accounts that match the same company, gets no name match: at most an AI suggestion, which waits for you to confirm it. A name match, or one you confirm, is handed straight to your agents. An AI match is not handed to your agents automatically. It shows on the Organization Mapping tab, where you can confirm or correct it. On a ticket, an agent reaches only the ZOEY account mapped to the ticket’s company. A ticket filed under your own company reaches no account, so set the ticket’s company to the customer first. A search across every account, by name, email or phone number, is for runs outside a ticket, such as a chat. Anything Neo could not match stays unmapped and visible on the same tab, where you can set the right company by hand. A mapping you set by hand survives every later sync. See ZOEY API for the permission groups.

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Next steps