Network Diagramming Channel Feature
Listen to the Buzz on the Network with Telefonica's New Monitoring Abilities
SpatialBuzz, an innovative cloud-based customer experience analytics and service monitoring platform for network operators that was launched internally by Telefónica Germany in December 2012, appears to have spruced up the company’s network monitoring ability across mobile devices, the Web and voice interaction channels.
As a result, the company will be positioned to offer 19 million German customers real time access to network status information and detailed coverage maps as well. This is reportedly the first time that a mobile operator in Germany has been able to do so.
In essence, this means that at any time customers are positioned to know the coverage and service status of the network. It warns them of emerging service issues and how the network performs during and after major network changes.
Such information can also be used by customer service and network operations to identify and address service impacting issues and improve the information provided to customers. Service problems can also be ranked according to the extent it impacts users and corrective actions can be prioritized accordingly.
Telefónica customer service employees will also have a new Web-based geographic information system that enables them to provide state-of-the-art information services to customers.
By providing the same up-to-date network status and coverage information across all touch points, network operators will be better placed to improve customer satisfaction and brand loyalty.
“Since launching SpatialBuzz internally in December 2012, we have seen a marked increase in the efficiency in dealing with network related enquiries within our channels,” said John McGuigan, managing director of consumer sales and service at Telefónica.
By keeping them informed of current and future (planned) service outages, SpatialBuzz has introduced a level of transparency that allows customers to plan their online activities accordingly.
SpatialBuzz, business unit of Synectics Technical Consulting Ltd, has been successfully deployed by Tier 1 mobile operators in major European markets.
Telefónica Germany formed a partnership with nfon, a provider of outsourced IP Centrex phones systems in Germany, in order to deliver a complete cloud-based solution for all of their business telephony needs.
Edited by Rich Steeves