Guildford, UK: 3 November 2014 – SpatialBuzz was today shortlisted for the CEM (Customer Experience Management) Award by the Telecoms.com Awards, after deploying its Live Check solution to Telefónica Germany. The Award recognises outstanding achievements from service providers and suppliers in their customer relationship management.
The Live Check solution, deployed at Telefónica Germany, delivers a unique, real-time and location-based customer perspective on user experience, while helping to manage customer expectations about the network – delivering cost reductions and impacting customer satisfaction in a positive manner, a combination rarely achieved in the industry.
By deploying SpatialBuzz’s Live Check solution, Telefónica empowered its customers by providing visibility of real-time network capabilities and status checks. This enables customers to self serve for network issues and provides internal departments with the advanced CEM analytics systems to detect and resolve network issues.
SpatialBuzz, one of the world’s fastest growing customer experience analytics and service monitoring companies, has already produced award-winning CEM solutions for mobile network operators. “We’re delighted that our Live Check solution has been shortlisted for the award as it demonstrates the progress we continue to make within CEM”, said Andrew Blake, CTO of SpatialBuzz. “Our solution delivers significant cost reductions by turning customers into an army of network performance watchers, which in turn alleviates call centre workloads. A network operator can expect a return on investment within just one year and a tenfold payback in three.”
Since the deployment of SpatialBuzz’s software, Telefónica’s call centres have achieved network related call reductions of 49% on normal days, rising to 72% during major incidents. Overall Live Check has increased call centre efficiencies and reduced customer frustration while improving cross-departmental communication.
For more information on SpatialBuzz’s initiative with Telefónica Germany please view this video: http://youtu.be/F9O231nl2GY.
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