Optus Partners with Nuance Communications to Build Customer Service App

By Mandira Srivastava
TMCnet Contributor

It seems the day is not far away when mobile payment will become one of the most successful mobile services. It can already be considered as a critical service offered by key players from the financial and mobile communication industry. Australian telecommunications provider, Optus (News - Alert), has partnered with Nuance Communications (News - Alert) to power its new My Optus app, which gives the company’s customers greater control when it comes to keeping an eye on their account usage or paying bills on their smartphone.

According to Optus, customers using the app will be receive a number of on-device service options enabling them to recharge, check usage, manage bills. Customers will also be able to talk to Optus and chat live with an agent or receive calls from an Optus outbound call center to obtain information about billing or service questions.

Optus’ digital media director Austin Bryan says that the app is designed to “keep pace with the rapidly changing needs and expectations of our customers.”

According to a company statement, the app runs on Nuance Mobile Care (News - Alert) (NMC) software and also gives customers the option to get directly in touch with Optus and chat live with an agent. Currently, this app is available for the iPhone, Samsung Galaxy S/SII and other selected handsets, including the Nokia E71, Nokia E63 and Huawei (News - Alert) X1.

Nuance’s Australia and New Zealand managing director Peter Chidiac says that while self-service applications have been around for a while today’s customers are a lot savvier when it comes to using them effectively. According to Chidiac, that’s an opportunity for businesses, particularly in the telecommunications space where the competition is fierce.

The new app puts Optus ahead of rivals including Telstra.  Vodafone (News - Alert) got the ball rolling on its “My Vodafone Australia” app, that lets post-paid customers view their usage, earlier this year. Telstra is reportedly working on its own app, so expect to hear something from the telecommunications provider on that front pretty soon. 

Optus recently announced that it would be the Official Digital Rights Partner of the Sydney Gay and Lesbian Mardi Gras (SGLMG) 2012. The company said this marked the first time the annual Sydney event was transmitted to a worldwide audience via the internet.

Recently, Optus broadcast highlights from the Sydney Mardi Gras 2012 festival via SGLMG’s new dedicated website, Mardi Gras TV. An Optus powered featured content from the three week festival. Produced and developed by Optus and directed by SGLMG, the website offered viewers selected video footage from Fair Day and Harbour Party 2012, a short history of Sydney Mardi Gras and behind the scenes footage from the parade and after party.

“By showcasing Sydney Mardi Gras 2012 on the internet we are able to reach a larger audience than ever before. While Mardi Gras attracts more than 20,000 visitors to Sydney every year, this year for the first time viewers from around the world will be able to tune in and share the celebrations and excitement of our GLBTQI community Parade and festival.