Focus on joint solutions for User Self-Help, Advanced Customer Service and Wi-Fi Offload effectiveness
Birdstep and CIQUAL today announced a partnership to combine Birdstep wireless connectivity and security solutions with Ciqual customer service and customer experience reporting products.
The integrated user self-help and advanced customer service solution reduces the number of mobile broadband-related calls into the call centre and reduces the hold times of calls made to the Call Centre.
"The top 2 priorities for Mobile Operators are to increase mobile data revenues and deliver the best customer service. The combined Birdstep-Ciqual offering is 100% focused on these priorities", commented, Tom Walls, Ciqual CEO. "We are delighted to work with Birdstep and their best-in-class wireless connectivity solutions."
"Interest from mobile operators in South Africa, the US and Europe has confirmed a solution to both measure user experience and lower the cost of support and retention activities is at the top of their list. The combined solution we now offer with CIQUAL has become a crucial part of any solution in the mobile data area. " says Anders Harrysson, CEO Birdstep Technology
With Mobile Data users now concerned by data usage and quality of service, CIQUAL and Birdstep constantly measures the effectiveness of Wi-Fi offload, enabling the mobile network operator's customers to receive the best broadband experience as they are moved from congested 3G networks, onto local Wi-Fi hotspots.
A recent study from Echo Research highlighted that 50% of smart phone users would prefer to use a mobile self-service application to try to resolve their customer service issue before calling into the contact centre. .