Telecom service provider Digicel has selected Spirent Communications to improve service and value propositions, and Redknee Solutions to offer prepaid electricity to residents and business owners in Papua New Guinea.
As part of the deal with Spirent Communications, Digicel has deployed Device Guides solution in call centers, retail stores and online to assist customers to resolve mobile device support issues, increase uptake of more services and improve customer satisfaction with their phones and tablets.
“We are implementing new ways to improve our customer satisfaction; the Mobilethink Device Guides will contribute to this,” said Kerri-Ann Mitchell, head of market programs at Digicel Group.
The Device Guide solution will provide support for mobile access. Device Guides also supports custom content and multiple channels, so Digicel can quickly add additional content for specific media, such as Facebook or other services.
Digicel Group has operations in 33 markets in the Caribbean, Central America, and Asia Pacific. It has invested over $5 billion worldwide.
Redknee Solutions said Digicel has been using Redknee’s converged billing solution to provide its customers with prepaid and postpaid offerings for voice, messaging and data. Digicel can also monetize other digital services across various industries, including utilities and other future business opportunities.
Redknee’s converged billing system is supporting Digicel’s Easypay ‘Easipawa’ prepaid electricity metering service, enabling Digicel customers to purchase electricity at any time directly from their mobile phone.
John Mangos, CEO at Digicel, said: “Redknee’s converged billing solution is supporting Digicel to launch new data services and provide advanced customer care capabilities to enhance the experience of our customers.”
