Telef?nica M?viles Espa?a First With SMS Customer Services Solution
-/August 04, 2004 - Wi-Fi Technology News/-Spain?s Telef?nica M?viles Espa?a is to be the world?s first mobile operator with revolutionary SMS-based Customer Relationship Management (CRM) technology from text and voice experts Telsis. It comes after a six-month internal trial of Telsis SMS Wizard, which automatically interprets natural language questions and provides appropriate responses.
The deployment, scheduled to go live later this year, is one element of a three-part strategy to reduce the load in the call centres and increase customer satisfaction, at the same time as delivering faster customer service.
?It can often be inconvenient and time consuming to make a voice call to a customer care centre,? said Telsis chairman Jeff Wilson. ?For the first time, people can now quickly send an SMS message and get an immediate response. Most importantly, they do not need to remember and use a rigid syntax ? they can just ask questions in natural language. This makes life so much easier for the customer.
?SMS Wizard also offers tremendous benefits for the network operator, particularly in terms of cost reduction and enhanced quality of service. We are delighted that Telef?nica M?viles has chosen to lead the world and roll out the benefits of SMS Wizard to its customers.?
SMS Wizard applications are developed using TITLE, Telsis Integrated Text Language Environment, which enables rapid service creation and deployment. The system recognises natural language questions and within seconds returns answers by text message, using a Telsis Intelligent SMS Router. Answers are delivered from an internal knowledge base and from external systems such as customer databases.
With its headquarters, research and production site in the UK, Telsis (http://www.telsis.com) has sales and support operations in France, Germany, Italy, The Netherlands, Spain, Singapore and Australia. The company offers a range of carrier-grade infrastructure platforms including intelligent SMS Routers, IN service control points, switches and advanced IVR solutions that support a wide variety of innovative value-added text and voice services. Telsis products are in use with major fixed and mobile network operators around the world.
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