Telecom News --
Improvements in Vip customer care
Zagreb, Croatia, 21 June, 2011
Nokia Siemens Networks’ Customer Care Automation rapidly resolves customer complaints
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Vipnet, Croatia’s leading operator, is using Nokia Siemens Networks’ Customer Care Automation* software to provide its service agents with the information required to resolve customer issues instantly. Service agents are able to find the cause of a service problem and solve it without involving further technical specialists. |
This instant problem solving boosts customer experience while improving operational efficiency for the operator.
“The growing number of service platforms required for an expanding mobile subscriber base can make monitoring more difficult, compromising the ability of customer care to resolve complaints quickly,” said Dean Kosty, Head of Vipnet Network Management department. “Nokia Siemens Networks’ Customer Care Automation has helped us to improve the speed and efficiency of our customer care team, enhancing our customers’ experience.”
“Our solution helps resolve most customer problems on the first call, minimizing the need to escalate issues to more experienced and costly technical support teams,” said Dietmar Appeltauer, head of central-east Europe sales for Nokia Siemens Networks. “It helps Vipnet improve end-user service quality while controlling operational expenditure.”
Nokia Siemens Networks’ Customer Care Automation features an easy graphical user interface (GUI) that demands no previous technical knowledge from Vipnet’s customer care agents. The software takes data in real time, including customer profile and traffic data, from multiple sources across multivendor networks and automatically detects any inconsistencies or problematic configurations. It displays results to customer care agents in simple terms and provides one-click resolutions, helping staff resolve customer issues instantly. This reduces the number of calls which need to be forwarded to teams of technical experts, reducing the overall time spent in complaint handling and improving customer experience.
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