|By PR Newswire||
|March 6, 2014 02:08 PM EST||
BARCELONA, Spain and GUILDFORD, England, March 6, 2014 /PRNewswire/ --
SpatialBuzz, an innovative cloud-based customer experience analytics and service monitoring platform for network operators, has been declared a winner in the Customer Experience Management (CEM) category at last week's prestigious Telecoms.com Awards. The CEM Award is shared with Telefónica UK, and recognises their outstanding achievement in jointly developing Telefónica UK's Trusted Network Programme.
The Awards were presented at a ceremony in the Miramar Club Restaurant in Barcelona, and were judged by a panel of independent experts from organisations including: Real Wireless; Northstream; Ovum; Informa Telecoms & Media; and Telecoms.com.
The programme aims to build brand loyalty and customer satisfaction by being transparent with customers regarding network capability and status. SpatialBuzz provides Telefonica with the innovative self-help and analytics CEM systems to deliver this vision.
The SpatialBuzz solutions provide self-help communication of network capability and service status to customers, assist customer service agents, and provide unique crowd-sourced detection of both short and long-term network problems from the customer's perspective. As a result, Telefonica is informed in real-time exactly where customers are experiencing problems, and can focus its efforts on improving the customer's experience of the network.
"This award recognises the significant improvements that the deployment of the SpatialBuzz software solution has helped Telefónica UK achieve against several key metrics such as the volume of call centre calls received, call resolution times, and the number of sales returns," said Andrew Blake, CTO of SpatialBuzz. "Overall Telefónica UK is reporting significant benefits from the programme including systems rationalisation, improved efficiencies and reduced customer frustration."
"The 2014 inaugural Telecoms.com Awards celebrate the wide-ranging achievements of the key players within the global communications industry," said Tim Banham, publisher for Telecoms.com. "The large number of high calibre entries this year made it a very challenging task for our judges. It is a significant achievement to have been honoured, and Telecoms.com congratulates all the winners and commends all those taking part in raising the benchmark of contributions to global communications across the entire industry."
Helen Duncan, MWE Media
Email: [email protected]