KPN Spain experiences increased customer satisfaction and immediate roi with Redknee’s smart solution for ivr’s
TORONTO – October 19, 2010 – Redknee (TSX:RKN), a leading provider of business-critical billing and charging software 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, Spain’s largest MVNO has experienced an immediate return on its 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 customise their IVR service according to the customer profile that is developed from customer’s account history. The integrated platform’s predictive menu delivers a personalised 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.
Fernando Reymundo, KPN Spain’s CEO commented:
“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 personalised 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 and 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 analyse its business processes in order to identify and categorise 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, personalised 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
