In an ever changing world where real-time customer interaction and feedback loops are key. Our solutions for Customer Support, Enterprise and Operations will help you impress your subscribers and proactively identify potential problems before they escalate. And when challenges are communicated, customers will appreciate your transparency and this, too, will build trust.
Customer Support - an omnichannel service experience
-20% decreased calls
+300% app engagement
75% of your tech support
Customer demands the service experience to reflect their individual needs in every aspect of the customer support journey - as it happens.
We let you provide a seamless, unified and contextual omnichannel service experience across a wide range of platforms for your subscribers. Let them chose the channel to have their questions and queries resolved.
Technical Self-Service just got an upgrade.
In today’s telecom market where competition is fierce and offerings may be similar, the way you manage your technical customer support can be a key differentiator.
By providing an automated, instant and personalized tech support 24/7 in real time and preferred digital channel - app, web, smart assistant, chatbot or IVR -
you will increase your customer engagement and satisfaction.
At the same time you will providing your agents better tools to trouble shoot more complex issues.
How it works
Enterprise & Brand
-90% outage notification
90x faster report exports
Enterprise customers can secure a large number of subscribers, high ARPU and willingness to pay for additional services, but they can also be demanding often putting high requirements on service performance.
Our platform will supply you with KPIs and Insights about your enterprise customers and brands. You can also share the information with your customers and get alarms. In addition you can up-sell service levels with SLA reports, automate processes and enable a more transparent customer relation.
Real-time performance overview
View service KPI:s for all your different enterprise, brands and VIP customers in real-time. You can share data and automated performance reports with your account teams and directly with your end-customers.
SLA Zones with specific KPI:s
By defining geographical SLA Zones, you can monitor KPI:s only including the traffic for a specific enterprise and divided into the different SLA zones. This way you can offer your enterprise customers individual SLA levels (e.g. Gold, Silver, Bronze) and verify they are being met in your agreed areas.
When planned or unplanned outages occur, automated mails can be sent out only to customers normally active in the affected cells. This will heavily reduce the amount of notifications going out.
Automatic alarms - Operations with an edge
With automatic alarms - that picks up tickets from end-users and our applications, and escalate the severity if needed - monitor service assurance in real-time will be a piece of cake.
With the mobile ecosystem becoming increasingly complex it also puts new demands on operations. Being able to proactively pick up abnormalities will require moving over to more automated alarms and triggers, and less manual monitoring.
Tying the data between customer support and operations closer together will also let you respond faster and more accurately to issues in service performance.
Machine Learning & data, data, data...
Getting an instant overall view of your network’s service performance can be complex. Though many systems show node performance, it’s not as easy to see the full impact of e.g. a storm and to see just how many subscribers are impacted.
Our software platform monitors service assurance in real-time. You can use our applications for monitoring and use our API to automatically export alarms and triggers.
NocMap - real-time service performance of your entire network
The application will continuously learn the network behavior and pick up abnormalities based on current and past performance. Deviations in service performance are instantly flagged and NocMap will inform how many subscribers are affected.
Roaming and interconnect traffic
Our application monitors all inbound and outbound roaming traffic. It shows activity and performance in real-time and flags degradations for a specific country or operator. Our InterConnect application monitors all interconnection links to let you troubleshoot, plan destinations and do follow-up SLA:s.