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GUILDFORD, UK: 5 February 2014 — SpatialBuzz, an innovative cloud-based customer experience analytics and service monitoring platform for network operators, has announced that SpatialBuzz and Telefónica UK have been jointly shortlisted in the CEM category in the 2014 Telecoms.com Awards.
The inaugural Telecoms.com Awards is a new initiative that celebrates the achievements of the key players within the global communications industry, and recognizes innovation and excellence. The selection for the shortlist was made by an independent judging panel with decades of industry expertise, assisted by specialist judges for particular categories.
Telefónica UK provides customers with real-time access to live network status information, and also offers detailed coverage maps; both powered by an online system provided by SpatialBuzz. In many cases this can avoid the need for them to phone the network call centre, improving customer experience and fostering loyalty to the network operator.
Sophisticated spatio-temporal analytics are then performed by the SpatialBuzz systems on the usage of each of the information touch-points to identify and track live network service issues as perceived by customers as well as identify areas with longer-term ‑ but less obvious ‑ issues. These analytics enable Telefónica UK to obtain early warning of emerging issues, focus resources on improving network performance in the areas most important to customers and monitor service improvement following corrective actions.
The online tools allow customers to check whether nearby sites are undergoing planned works or are experiencing unplanned outages. The My Network handset app provides the same information, along with a cellular data speed checker and customer feedback tools. In addition, Telefónica customer service employees have access to the same information as well as to a web-based Geographic Information System (GIS) containing the most up-to-date network performance information available. This multi-faceted approach gives a seamless customer experience across multiple touch-points.
“Our ultimate goal is to improve customer satisfaction and build brand loyalty,” said Neil Baucutt, Trusted Network Programme Manager at Telefónica UK. “It has succeeded in giving customers an unprecedented level of transparency about the state of the network that sets O2 apart from its competitors.”
“The SpatialBuzz platform helps mobile operators deliver more transparent, consistent and proactive services to their customers,” said Andrew Blake, CTO of SpatialBuzz. “No-one likes calling a call centre, and the SpatialBuzz platform significantly reduces the need for O2 customers to have to do this.”
SpatialBuzz harnesses the power of customer experience analytics to enable operators to better understand service issues by analyzing in real time where customers and agents are performing network status checks.