TelecomTV TelecomTV
  • News
  • Videos
  • Channels
  • Events
  • Directory
  • Smart Studio
  • Surveys
  • Debates
  • Perspectives
  • DSP Leaders World Forum
  • DSP Leaders
  • Great Telco Debate
    • |
    • Follow
    • |
    • Subscribe
  • |
  • More
  • Webcasts
  • Surveys
  • Debates
  • Perspectives
  • Great Telco Debate
  • |
  • Follow TelecomTV
  • |
    • Subscribe
    • |
  • About
  • Privacy
  • Help
  • Contact
  • Follow TelecomTV
  • About
  • Privacy
  • Help
  • Contact
  • Sign In Register Subscribe
    • Subscribe
    • Sign In
    • Register
  • Search

OSS/BSS

OSS/BSS

Fixing the network from the contact centre

Martyn Warwick
By Martyn Warwick

Jun 23, 2015

Embed

To embed our video on your website copy and paste the code below:

<iframe src="https://www.youtube.com/embed/cMjb0xVJ7bs?modestbranding=1&rel=0" width="970" height="546" frameborder="0" scrolling="auto" allowfullscreen></iframe>

Brendon Adler, Optus Director of Operations & Massimo Fatato, CMS OSS Director, Hewlett Packard

Brendon and Massimo discuss how the two companies partnered to provide a solution to that perennial, real world telco problem: customer frustration when instead of providing an immediate fix to a technical problem, the contact centre operative 'escalates' the query. That too often means the customer hanging on the phone, calling new numbers, waiting for return calls which never arrive.. and so on. It should be possible, given the right interface, for contact centre staff to explore and fix many problems without escalation. Putting such a system into place is what Optus and HP have done and it's been an outstanding and measurable success, not least because the Optus call centre staff participated in the project from the start, and recommended various changes to the existing technologies and routines. The results have been remarkable and what's more, the project can easily be replicated across other Optus business units and divisions.

Filmed at:TM Forum Live! June 1-4, 2015, Nice, France

Related Topics
  • Device Software & Apps,
  • Digital Platforms & Services,
  • HP,
  • News,
  • OSS/BSS,
  • Retail,
  • SDN

More Like This

5G

Vodafone UK appoints new network, IT execs

Feb 25, 2021

5G

Swisscom selects TEOCO for 5G network planning

Feb 25, 2021

AI, Analytics & Automation

Plume banks $270 million to accelerate growth, joins Unicorn club

Feb 23, 2021

Digital Platforms & Services

Mastercard and MTN empower millions of consumers in Africa to make payments on global platforms

Feb 16, 2021

Digital Platforms & Services

Can MNOs solve the SME conundrum with 5G?

Feb 16, 2021

Email Newsletters

Stay up to date with the latest industry developments: sign up to receive TelecomTV's top news and videos plus exclusive subscriber-only content direct to your inbox – including our daily news briefing and weekly wrap.

Subscribe

Top Picks

Highlights of our content from across TelecomTV today

On-demand Workshop: How to build your cloud native 5G core platform

16:48

The case for mmWave in 5G networks

25:55

The Private Mobility Opportunity for Enterprises

12:04

VMware learnings from DISH 5G rollout

  • TelecomTV
  • Decisive Media

TelecomTV is produced by the team at Decisive Media

Menu
  • News
  • Videos
  • Channels
  • Directory
  • Smart Studio
 
  • Surveys
  • Debates
  • Perspectives
  • Events
  • About Us
Our Brands
  • TelecomTV Tracker
  • TelecomTV Perspectives
  • DSP Leaders
  • DSP Leaders World Forum
  • The Great Telco Debate
Get In Touch
[email protected]
+44 (0) 207 448 1070

Request a Media Pack

Follow
  • © Decisive Media Limited 2021. All rights reserved. All brands and products are the trademarks of their respective holder(s).
  • Privacy
  • Terms
  • Legal Notices