HP
Delivers Solutions for Thailand Mobile Operator
HP
says DTAC, a mobile operator in Thailand, is deploying HP Next
Generation Operations Support Systems (HP NGOSS) to reduce internal
costs, speed delivery of revenue-generating services, and improve
service quality.
“DTAC’s
primary goal is to provide a rewarding experience for our 19 million
customers, and HP is an important partner in that effort,” said Tore
Johnsen, chief executive officer, DTAC. “The HP blend of consulting
expertise and software solutions is helping DTAC develop the NGOSS
environment we need for our network and our customers.”
By
using HP NGOSS software solutions to automate key network and service
management processes, DTAC aims to transform the customer experience and
increase customer loyalty.
Its
decision to deploy HP solutions was based on a strategic analysis of its
business and operational needs done with HP Solutions Consulting
Services, says HP.
When
the HP NGOSS solutions are deployed, DTAC customer care agents are
expected to be able to resolve 70% of complaints on the first call, thus
enhancing the customer experience and reducing operational costs.
“Mobile
operators like DTAC can drive down costs and improve quality of service
with a highly automated OSS,” said Erwan Menard, vice president and
general manager, Communications and Media Solutions, HP. “With HP, DTAC
can manage the customer experience proactively and achieve high levels
of service assurance – in essence, solving problems before they occur.”
According to HP, HP Solutions Consulting Services helped DTAC examine
business and customer strategies to determine the optimum OSS
organization, process and solutions set. To help select the right
course, DTAC took advantage of HP COSMOS, a repository of methodologies,
best practices and intellectual property gained from over 400 OSS
deployments worldwide. HP Solutions Consulting Services provided project
governance throughout the deployment.
For
customer experience management, HP is providing the HP Service Quality
Management solution, which will enable DTAC to monitor and proactively
manage the delivery of mobile services, including voice, messaging, and
data.
HP
Service Quality Management will be coupled with touchpoint, an offering
from Dublin, Ireland-based Arantech, to help DTAC address problems even
before a customer complains. The two solutions enable DTAC to monitor
customer problems relating to network access, handset protocols, and
other probe-oriented measuring points, as well as network and
service-level problems.
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