Did you know that companies are still inviting customers to leave by failing to improve first-contact resolution? With this in mind, PT Inovação developed NetQ: a unified convergent end-to-end solution for multiple needs - testing, diagnosing, troubleshooting and problem solving for fixed, mobile and over-the-top networks.
NetQ can improve companies' business by increasing first time resolution at front office and decreasing mean time to repair and minimizes truck rolls. It also requires minimal technical skills from front office teams and amplifies field force autonomy for diagnostics and service verification.
This solution has already given proofs. It is running in a Tier 2 European company with 1 million customers subscribing triple play ADSL and Fiber Optics (Voice + HSI + IPTV). With NetQ, the first call resolution was improved in 25%. NetQ also reduced in 20% the average call center time, in 5% the field force cost, in 15% the truck roll interventions, in 50% the call center training and in 10% the fault recurrence rate. It is stand out the 10 million € saving in three years and the reduction of ROI in 6 months that NetQ allowed.