Telecom Lead Europe: Movistar, Spanish telecom operator, will deploy NICE Mobile Reach, to improve mobile customer service.
The NICE solution — serving as a bridge between Movistar’s self-service mobile app and the contact center — will engage customers based on their intent, profile, and the context of the interaction.
In addition, NICE Mobile Reach will enable Movistar to increase customer engagement, improve customer satisfaction, and provide efficient and effective assisted service across channels.
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NICE Mobile Reach enables Movistar customers to transition from the mobile app to assisted service with an agent. The Movistar agent will be able to use the interaction context to immediately start helping the customer in a highly personalized way.
Multimedia collaboration options, such as image exchange, will boost the quick and efficient resolution of the customer’s issue, improving first contact resolution rates and increasing customer satisfaction.
Mario Soro, director of CRM Technology at Movistar, says its customer service is a key differentiator in the market. One way to strengthen its position is to make sure that mobile application delivers a complete customer experience and resolution.
NICE’s offering will reduce the operator’s service costs by lowering the average handle times (AHT) of assisted-service interactions and by reducing the volume of assisted interactions through increased first contact resolution (FCR).
Improvement in these areas further enhances the overall customer experience. This is expected to help Movistar promote its mobile app since customers will view it as a highly attractive and relevant channel for addressing all of their service needs – whether this is fulfilled through self-service or assisted service.