PT is one of the six finalists of the TM Forum Excellence Awards in the Customer Centricity – Service Provider category, thanks to PT Inovação NOSSIS NetQ solution.
TM Forum’s Excellence Awards recognize the global leaders in communications and acknowledge the contributions in new and innovative directions. The Customer Centricity – Service provider category awards companies demonstrating the most effective use of TM Forum best practices and standards to improve customer centricity in terms of experience improvement and innovation.
See here all TM Forum Excellence Awards nominees.
PT is a Customer Service Provider, market leader and completely customer oriented which provides innovative and evolved services. PT offers fixed and mobile, voice, data, TV and convergent services both to residential and corporate market (B2C and B2B).
Having the relationship with the customer and the quality of service at the top of its priorities, PT implemented a unified CPM (Customer Problem Management) system based on PT Inovação NOSSIS NetQ solution.
This solution enabled a truly E2E insight of PT’s network (from the headEnd to the home network) addressing all service portfolio and can be used by front office, back office and engineering teams. Other requirements included scalability and the need to easily integrate with PT systems, both OSS and BSS, through configurable westbound and northbound interfaces and also with a multi-vendor and multi-technology network using a future proof southbound interface.
NetQ became PT’s unified CPM system across the organization, drastically reducing the amount of applications used in the process and decreasing the total amount of time for problem resolution. Additionally, it contributed to increase the number of first call resolution, decrease the number of truck rolls and increase the overall Customer Experience.
About PT Inovação NetQ:
NetQ, from NOSSIS TMF certified OSS suite, is an end-to-end Costumer Problem Management System supporting multi-service scenarios, multi-technologies and multi-vendors.
Built upon PT Inovação footprint with Telco clients NetQ improves the entire process of diagnosing and troubleshooting E2E services. NetQ simplifies processes by making them more efficient, allows operational gains and flexibility to easily adjust to any business.
Some of the benefits include:
– At call center front office, NetQ can boost customer problem resolution up to 65% at first call (depending on the complexity of the service, the more complex the service is, more gains are obtained).
– An overall time reduction of up to 20 % for service problem resolution (MTTR) considering front office and back office team activities.
– Reduction on truck rolls and field force team allocation expenses that can reach up to 25% off of intervention needed.
– Improve call center performance.
– Reducing training time by 50 % by simplifying and unifying the user interface.
– Reducing the attendant overhead call time by cutting the need of navigation on several call center applications, starting the tests & diagnosis requests even before the attendant pick up the customer call and having 360 º customer historical profile information on the entering window of NetQ application.
– In several scenarios the ROI could be achieved in the first 6 months of operation.