Telfonica Expand Cooperation With ASSIA to Optimize Broadband Customer Experience
Telefonica, via its global operating business unit (Telefonica Global Resource), and ASSIA, Inc., a leading solutions company for broadband service providers, are pleased to announce the agreement to expand a global contract for DSL network management to improve network performance and customer care. The expansion of the existing contract, which was signed in 2010, covers more than eight million customer lines globally, and will initially focus on South American countries, which include Argentina, Brazil, Chile, Colombia, and Peru. ASSIA is also a portfolio company of Telefonica.
Under the terms of the contract, Telefonica plans to deploy the DSL Express real-time line optimization module for proactive line repair, and ClearView, a customer-care recommendation engine that presents comprehensive customer line and service information to customer-care professionals through an easy-to-use interface, enabling them to provide the fasters-possible responses and resolution to customer calls.
"We are pleased to incorporate the latest DSL Express features, which reinforce the value of our operations and technical assistance tools in improving service performance and customer care, as well as reducing our maintenance costs," said Enrique Blanco, global CTO of Telefonica. "The improvements that we have realized with ASSIA for the past three years since we first invested in them clearly justified the expansion of our relationship as we continue to focus on delivering the highest speeds and the latest services."
"As consumers around the world increasingly expect high-speed broadband for services such as streaming video, ASSIA is delighted to expand our partnership with Telefonica and to offer our new business and technical solutions for improving customer care and engagement," said Dr. John Cioffi, CEO and chairman of ASSIA. "With this agreement, Telefonica is clearly at the leading edge of service providers dedicated to improving the customer experience."
Under the agreement, ASSIA will provide Telefonica with the following advanced features of DSL Express and services for deployment, training, support, assessment and maintenance.
CleavView, a state-of-the-art expert system that tracks problems to their exact source and provides clear and concise recommendations to contact center agent or field technician to resolve a customer DSL issue immediately. Real-time line optimization, which will significantly improve customer satisfaction and reduce service calls and maintenance costs.
Support for single-ended loop test (SELT) for enhanced diagnostics, cost savings, and service delivery, such as the ability to pinpoint faults and direct dispatches to the appropriate location.
Advanced micro-filter detection, which enables call-center agents to see missing micro filter on customer lines and guide the customer to easily and quickly install them, which will rapidly help solve performance problems, and avoiding the need for costly, time-consuming field-technician dispatches.
Advanced ADSL2 diagnostics that enable service personnel to address physical impairments efficiently in the copper plant.
Power management, which reduces power consumption and costs, and can help Telefonica attain its green initiative goals.
Published by Fukumitsu, industry news - www.fukumitsu.com.cn
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