KPN SPAIN LAUNCHES CUSTOMER EXPERIENCE MANAGEMENT WITH REDKNEE
KPN SPAIN EXPERIENCES INCREASED CUSTOMER SATISFACTION AND IMMEDIATE ROI
WITH REDKNEE’S SMART SOLUTION FOR IVR’S
and solutions for communications service providers, is pleased to
announce the successful launch of its customer experience management
solution with KPN Spain. Following the launch of Redknee’s intelligent
application development tool for Interactive Voice Response solutions,
investment due to the reduced volume of calls to its customer support
center and has 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. 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 Mason the current growth of customer interaction
demand will make it the second-largest sub-segment of customer care by
2012, after CRM. A new concept of self-service IVR customer-oriented
service Redknee enables operators to customize their IVR service
according to the customer profile that is developed from customer’s
account history. The integrated platform’s predictive menu delivers a
personalized service by offering the customer options to the frequently
asked queries and proactively offering customer information on their
account’s customer care activity, such as open cases or purchase order
details. As a dynamic service, Redknee is continuously tuning the
speech recognition tools to ensure a high quality user experience and a
quick return of investment.
“We are very pleased with the results we have already achieved through
our implementation of Redknee’s customer care solution. We have seen an
immediate positive impact on our customer care facility for our
customers and how it is enabling us to deliver on our core value of
providing simplicity, trust and a personalized service to our
customers.”
Lucas Skoczkowski, Redknee’s CEO commented:
“As new services and devices are becoming available at increased pace,
the customer care’s ability to effectively support these services comes
under the spotlight. The successful launch of Redknee’s customer care
IVR automation solution at KPN reiterates how Redknee empowers
customers and the customer care agent to resolve issues quickly and
cost effectively, resulting in improved customer satisfaction and
increase operator profits. At Redknee, we continue to invest in
real-time billing & customer care solutions to support the growth of
mobile and broadband data and content for wireless and non-wireless
subscribers around the world.”
Part of Redknee’s customer care portfolio, Redknee’s intelligent
application development platform for Interactive Voice Response systems
enables communication service providers to automate its customer care,
improve the customer experience and reduce support costs. Based on
VoiceXML, the platform agnostic solution enables service providers to
analyze its business processes in order to identify and categorize the
most frequently asked customer queries that a provider’s customer call
center receives. Taking this information, Redknee’s intuitive
application enables service providers to advance their IVR with
real-time automated, personalized and predictive services for
self-care, invoicing and ticketing. It is estimated that up to 80 per
cent of an operator’s front office can be processed effectively through
Redknee’s IVR application development tool, resulting in significant
cost reductions of the customer care facility and more satisfied
customers due to a faster query to resolution rate and access to a more
highly skilled customer care facility that can solve more complex
issues. Redknee supports Cisco, Avaya, HP, Genesys, Nuance and
Loquendo.
For more information about Redknee and their solutions, please go to www.redknee.com.
About Redknee:
Redknee is a leading global provider of innovative communication
software products, solutions and services. Redknee’s award-winning
solutions enable operators to monetize the value of each subscriber
transaction while personalizing the subscriber experience to meet
mainstream, niche and individual market segment requirements. Redknee’s
revenue generating solutions provide advanced converged billing,
rating, charging and policy for voice, messaging and new generation
data services to over 90 network operators in over 50 countries.
Established in 1999, Redknee Solutions Inc. (TSX: RKN) is the parent of
the wholly-owned operating subsidiary Redknee Inc. and its various
subsidiaries. References to Redknee refer to the combined operations of
those entities. For more information, visit www.redknee.com.
SOURCE Redknee Solutions Inc.