{"id":3941,"date":"2014-10-24T08:53:09","date_gmt":"2014-10-24T08:53:09","guid":{"rendered":"http:\/\/www.telecomstalk.com\/?p=3941"},"modified":"2018-06-06T10:09:29","modified_gmt":"2018-06-06T10:09:29","slug":"transparency-is-the-key-to-drastically-cut-network-operators-15us-billion-annual-outage-revenue-loss","status":"publish","type":"post","link":"https:\/\/www.telecomstalk.com\/?p=3941","title":{"rendered":"Transparency is the Key to Drastically Cut Network Operators\u2019 $15US Billion Annual Outage Revenue Loss"},"content":{"rendered":"

Empowering both customers and the network operator will create new era in CEM and bring cost savings, boost customer loyalty and reduce churn<\/em><\/p>\n

Being transparent with users about network performance is set to transform Customer Experience Management (CEM) across the world \u2013 leading to major savings in outage costs and call centre management and also boosting customer loyalty and cutting churn. This was the message given today in Atlanta, US, to an audience of senior mobile network operator executives by Leon Hardwick, Director, Global Sales and Marketing, of UK-based SpatialBuzz<\/a> \u2013 one of the fastest growing customer experience analytics and service monitoring companies in the world.<\/p>\n

Hardwick, whose company has already produced award-winning CEM solutions for mobile operator O2 in both the UK and Germany, told the gathering at the CEM in Telecoms conference, that opening up network performance to the users themselves had enormous benefits and marked a turning point for any operators across the world \u2013 fixed and mobile \u2013 that were serious about customer relationships and cutting outage losses.<\/p>\n

\u201cTransparency of the network not only gives the customer empowerment and confidence in you as a provider but their input allows you to have much faster awareness of trouble spots in the network \u2013 to inform the engineering and call centre departments and to deal with the problem,\u201d said Hardwick.<\/p>\n

\u201cYou cut the outage time \u2013 which saves revenue and reduces the threat of regulatory fines and loss of customers \u2013 and you can keep customers informed proactively which in turn reduces the pressure on the call centre\u201d.<\/p>\n

SpatialBuzz \u2013 whose unique approach and solution is cloud based \u2013 uses the latest crowd sourcing techniques to derive intelligence whilst directly engaging the customer about the \u201clive network\u201d status. Our Operator customers have seen network related calls to the call centre drop by more than a third, resolution of enquiries took 15% less time and feedback surveys showed a significant rise in customer satisfaction.<\/p>\n

\u201cBy opening up about your most important touchpoint \u2013 the network \u2013 to your most important asset \u2013 your customers \u2013 you create a \u201creal-time\u201d army of network performance watchers. A network operator can expect a return on investment within just one year and a tenfold payback in three,\u201d added Hardwick.<\/p>\n

In addition to working with network operators across Europe, SpatialBuzz has recently opened a North American office and has appointed senior executives in Latin America and Asia to support demand from both mobile and fixed operators.<\/p>\n

For further information about SpatialBuzz, please view this video with Leon Hardwick to find out more: http:\/\/youtu.be\/_69JJFGjc00<\/a>. Alternatively visit www.spatialbuzz.com<\/a>. For media enquiries, please contact Brian Dolby at brian.dolby@proactive-pr.com<\/a> or call +44 (0) 7899 914168.<\/p>\n","protected":false},"excerpt":{"rendered":"

Empowering both customers and the network operator will create new era in CEM and bring cost savings, boost customer loyalty and reduce churn<\/em><\/p>\n

Being transparent with users about network performance is set to transform Customer Experience Management (CEM) across the … Read More<\/a><\/span><\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[519,517,516],"class_list":["post-3941","post","type-post","status-publish","format-standard","hentry","category-news","tag-customer-experience-management","tag-leon-hardwick","tag-spatialbuzz"],"_links":{"self":[{"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/posts\/3941","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3941"}],"version-history":[{"count":1,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/posts\/3941\/revisions"}],"predecessor-version":[{"id":3942,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=\/wp\/v2\/posts\/3941\/revisions\/3942"}],"wp:attachment":[{"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3941"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3941"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.telecomstalk.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3941"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}