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October 21, 2010

Redknee Improves KPN Spain's Customer Support, Satisfaction



By David Sims, TMCnet Contributing Editor


Toronto-based Redknee (News - Alert), which sells billing and charging software for communications service providers, announced the launch of its customer experience management offering with KPN Spain.


Following the launch of Redknee's intelligent application development tool for Interactive Voice Response, Spain's largest MVNO experienced “an immediate return on its investment due to the reduced volume of calls to its customer support center,” according to Redknee officials, “and improved the subscriber experience for its customers.”

KPN Spain is part of the KPN group, which serves more than 42 million customers combined.

KPN Spain selected Redknee's customer experience management tool as its self-care front-office service to deliver “an improved user experience to its customers,” Redknee officials said, adding that “the new generation of application and development tools for IVRs is bringing service providers greater agility, flexibility, usability and quality through automated customer care.”

According to Analysys (News - Alert) Mason, the current growth of customer interaction demand will make it the second-largest sub-segment of customer care by 2012, after CRM.

Self-service IVR such as that provided by Redknee “enables operators to customize their IVR service according to the customer profile that is developed from customer's account history,” according to company officials, who explained that the integrated platform's predictive menu “delivers a personalized service by offering the customer options to the frequently asked queries and offering customer information on their account's customer care activity, such as open cases or purchase order details.”

In August, TMC’s (News - Alert) Anil Sharma reported that Redknee closed acquisition of Nimbus Systems, a privately-held company that specializes in next generation billing, content settlement and customer care.

Redknee announced its intent to acquire Nimbus Systems on July 30.

Officials with Redknee said that the closure of the acquisition will immediately increase the company’s presence in Tier 1 group operators and will open opportunities for the company to expand into new geographies and other key verticals.

"The acquisition of Nimbus Systems by Redknee reiterates how the real-time billing and customer care space is becoming one of the most dynamic domains in the industry today”, said Caroline Chappell, analyst at Large, Heavy Reading, in a statement.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jaclyn Allard


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