February 20, 2013
Telefonica Chooses NICE Mobile Reach to Offer Outstanding Customer Service
By Calvin Azuri
NICE Systems (News - Alert) recently confirmed that its innovative NICE Mobile Reach solution for mobile customer service has been chosen by Movistar, Spain’s largest telecommunications operator for initial deployment. Movistar is a brand of Telefónica Spain, which is one of the largest international communications companies in the world.
In a statement, Mario Soro, director of CRM Technology at Movistar said “We believe that our outstanding customer service is a key differentiator in our market, and one way to strengthen our position is to make sure that our mobile application delivers a complete customer experience and resolution. NICE Mobile Reach offers a unique, real-time connection between the self-service channel and the contact center, and will enable us to provide personalized and effective service to our mobile customers.”
The solution will act as a bridge between Movistar’s self-service mobile app and the contact center and will look to provide a better interactive customer experience by making full use of the information gathered from their query, profile and the context of the conversation. By leveraging this innovative NICE Mobile Reach solution, Movistar is confident that it will increase customer engagement along with customer satisfaction and offer a highly effective assisted service across all channels.
This innovative solution from Nice will help to bring down the operator’s service costs by reducing the average handle times (AHT) of assisted-service interactions and also by reducing the overall number of assisted interactions through increased first contact resolution (FCR).
Benny Einhorn, president of NICE EMEA and Chief Marketing Officer said, “Movistar’s selection of NICE Mobile Reach affirms our vision for the evolution of customer service. More and more consumers are using their smartphones and tablets to interact with service providers, and the service they receive over these devices should reflect the lifestyle and expectations of such customers. Movistar’s customers will enjoy quicker, more effective, and highly personalized service.”
Edited by Brooke Neuman