Showing 1 - 6 of 6 pages tagged with: Telecom
View this case's whitepaper to learn more. Despite being recognized for having the best offering in the market and the only operator with their own call center, their greatest challenge was to differentiate themselves from their competitors by providing the highest possible level of service. Their contact center, equipped with a CTI solution, required the agents to consult and utilize many different systems (CRM, Incident Management Systems, Network Management Systems, Diagnostic Systems, etc.) causing a lot of complexity in completing tasks.
Before deploying a Data Virtualization solution, there was no direct access to the telecommunication operators systems nor was there any standards or interfaces for automatic information exchange and synchronization (activations, migrations, etc).In order to execute their required business processes via the Web, The Phone House needed to resolve a series of technical difficulties:
In order to optimize their customer service response time and to improve the overall customer experience, Vodafone needed to provide integrated customer information to their call centers and customer portals. For that Vodafone chose the Denodo Platform, to provide a single access point to all the information needed. The Denodo solution offered them the ability to extract data from multiple internal information systems (CRM, billing, support incidents, provisioning, data warehouse, etc.), providing their customer service agents a unified real-time view of their clients.
Several Telefonica business units depend on their central IT department to deliver new applications and maintain existing ones with high service levels to support key product and business initiatives. IT Management had decided to adopt the Information Technology Infrastructure Library (ITIL) framework of best practice processes to deliver high quality IT services at lower cost.
Jazztel, a leading telecommunications and data transmission carrier with call centers in Europe and South America, was faced with a challenge of increased manual processing which required agents to consult and utilize many different systems to address customer queries. This session will talk about how Jazztel used a Data Virtualization platform to automate their customer information systems and achieved a customer satisfaction index of over 94%, decreased back-office workload by more than 50% and doubled their level of customer retention.
How do agile information strategies change an organization success in the marketplace? R is a Spanish regional telecommunications company with quadruple-play offerings of phone, TV, internet and mobile. Despite entering a saturated and competitive market, R has gained nearly 70% market share by focusing on Customer Service and Product Innovation. Innovative IT strategies that leverage Data Virtualization throughout its BI and operational applications to complement existing EAI, ETL and Telecom solutions packages, has earned the company “CIO of the Year” title in 2011. This session will inform...