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Redknee Implements Customer Care Solution for Spain's Largest MVNO

October 20, 2010

A global supplier of communication software products, solutions and services, Redknee, announced the successful implementation of its customer experience management solution for one of the leading European MVNO.

In a press release, Redknee announced that largest Spanish MVNO, KPN Spain has selected its intelligent application development tool for Interactive Voice Response solutions. KPN Spain is part of the KPN group, which serves more than 42 million customers combined.

According to Redknee, the implementation of its smart solution resulted in a reduced volume of calls to the client’s customer support center, helping the MVNO experience with an immediate return on its investment. Moreover, the solution has improved the subscriber experience for KPN customers.

KPN Spain has selected Redknee’s customer experience management tool to be used as KPN Spain’s self-care front office service to deliver an improved user experience to its customers.

In the industry, Redknee has pioneered the concept of self-service IVR customer-oriented service. With its solutions for IVRs, Redknee enables operators to customize their IVR service according to the customer profile that is developed from customer's account history. According to the company, its integrated platform's predictive menu is designed to deliver a personalized service. It offers the customer options to the frequently asked queries and proactively offered customer information on their account's customer care activity, such as open cases or purchase order details. Redknee also informed that as a dynamic service, it is continuously tuning the speech recognition tools to ensure a high quality user experience and a quick return of investment.

In a statement, Fernando Reymundo, KPN Spain's CEO, said that his company is extremely satisfied with the results achieved through the implementation of Redknee's customer care solution. The CEO further said that the company has seen an immediate positive impact on its customer care facility as the solution enabled the company to deliver on its core value of providing simplicity, trust and a personalized service to the customers.

“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,” said Redknee's CEO, Lucas Skoczkowski.

Earlier this month, Redknee, announced the signing of a licensing agreement with Freedom Wireless Holdings, Inc., the owner of a portfolio of patents relating to prepaid wireless communications.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Jaclyn Allard