Spectranet has partnered with iYogi, a provider of customer support systems for the telcos and small businesses, to deliver customer service and network management solutions to home users and business customers in India.
The partnership has launched Tech Assist, a cloud-based tech support system, which aims to address the typical concerns faced by customers of Spectranet broadband services delivered through fiber optic cables.
The service is powered by Digital Service Cloud by iYogi. Digital Service Cloud provides global Telcos, OEMs and Managed Service Providers with customized or platform services and solutions to improve customer experiences, iYogi said.
Spectranet currently provides wireless broadband services in Delhi and NCR, Bangalore, Mumbai, Chennai and Pune. The high-speed broadband of 16Mbps powered by FOX (Fiber Optic Xperience) allows users to access Internet on multiple devices like laptops, desktops, smartphones and tablets.
The use of broadband on multiple devices by multiple users has brought immense challenge to telcos. Due to the diversity of platforms and devices and technical infancy of customers, they are likely to confront a number of technical issues, which can only be handled by specialized technical support teams.
According to Spectranet, 48 percent of technical support calls are usually ‘out of scope’ since they are related to the home network and the device in use by the consumers.
Spectranet Tech Assist will improve customer satisfaction and create new revenue opportunities by providing trouble-shooting support for such calls. The company estimates that the partnership will drive 12 percent increase in revenue, and 15 percent reduction in support costs in next 12 to 24 months.
Spectranet Tech Assist, managed by iYogi, gives 24×7 support to customers for all connected devices including computers, peripherals, smartphones and other digital devices through a unified platform and customer contact center.
Udit Mehrotra, CEO and managing director, Spectranet, said, “Traditionally service providers and customers had divided responsibility between the service provider network versus customer home network and devices which resulted in a frustrating service experience for the customers. Using the Digital Service Cloud, the Tech Assist service agents will be able to view and resolve any tech issue 24X7 remotely, and have unified responsibility, resulting in a substantially enhanced service experience for the customer.”
The partnership with Spectranet gives iYogi an extra edge in Indian telecom market. Globally the company serves telcos like Telefonica, etisalat, StarHub and MyRepublic. iYogi, which was launched in India last year, has plans to expand further into the SMB segment in the country.
Uday Challu, CEO, iYogi said, “The Indian device market is booming, and the experience is becoming more complex for the consumer. Telecom companies are at the center of the action, and become the first port of call for users grappling with technology. This partnership will bring a globally proven and highly successful tech support service to India for the first time, and will redefine the tech support experience for Spectranet’s customers.”