TeliaSonera Radio Network Maintenance streamlined with Lekane Mobile Contact Center
TeliaSonera Radio Network Maintenance is an expert-intensive operation, where experts need to be available for external contact and manage advanced technological solutions. The experts spend time at various locations, and for that reason can easily miss calls.
With Lekane Mobile Contact Center the engineer can safely roam in the operations center without the risk of missing critical requests. As the solution extends the contact center to cover mobile phones, calls are managed and monitored using presence, availability information and skill profiles for reaching the appropriate mobile persons.
Having deployed Lekane Mobile Contact Center, TeliaSonera saw the following benefits.
Cost savings
On-duty personnel do not have to remain by their desks to receive the few calls which may come during the evening or in the middle of the night. This can lower overtime costs and give flexibility to staff deployment.
Improved customer service
The new solution means that all customer service calls made to or from mobile telephones will be included in TeliaSonera’s customer service reports. In this way, higher quality information may be collected about calls, for example, the number and duration of calls, which may then be further analyzed.
This allows TeliaSonera to ensure that the customer inquiry was successfully resolved.
Cost Effective
The solution is cost effective: the existing architecture did not need to be changed.
TeliaSonera integrated the Lekane Mobile Contact Center directly into its existing Genesys contact center environment.
