Ness innovates the customer service system for O2 Slovakia
The changes reflect the current trends of telecommunications companies worldwide
Prague – 15 June, 2015 – Ness Technologies, Inc., a global provider of comprehensive solutions and business services in the field of information technologies, won the contract and started to implement a comprehensive solution for business and service channels for the Slovak mobile operator O2 Slovakia. With its 1.7 million customers, the operator belongs among the three biggest entities on the Slovak mobile communications market.
Throughout the project, Ness mainly supplies complete portfolio of applications for sales and service processes and for the customer relationship management. They will serve all the O2 customers in stores, via information lines and online in the e-shop or within their Internet self-service. The new solution will also function as the main work tool for employees in operator’s branches, call-centers and for business representatives.
“The purpose of this innovation is to replace several existing systems by one powerful and flexible one, with single product catalog, all customer data in one place and single platform for business and customer care. Self-service channels will be enhanced as well, as the experience shows that it is a popular trend with the customers. Moreover, the statistics show that 80 % of customer calls to the call-center could be easily dealt with in the self-service zone,” says Ján Vanovčan, director of the O2 Slovakia information systems. “New technologies will allow us to increase the comfort of service and customer satisfaction, save time for the call-center staff and streamline staff training by 50 %. We will also be able to make the necessary changes in the system much easier in the future,” explains Vanovčan.
The innovations reflect the current trends of telecommunications companies – simplifying the infrastructure and product and services portfolio, single access via all service channels and using cost-effective technologies. In case of this solution, the use of Liferay Portal and Broadleaf Commerce technologies was crucial.
“Ness Technologies has a detailed knowledge of the telco environments and currently the the most extensive know-how in eCare and eSales applications for this segment in Central Europe. In this case, we have offered an iterative delivery model in addition to interesting technologies, which is focused on customer perception. The user testing took place already in the first phase of the project, on the basis of which we finalize the process logic and graphic interface for a maximum clarity and comfort to the customer,” says Martin Silvička, Delivery Manager of the Public & Communication division, Ness Technologies. “After the completion of the project we are ready for long-term system development and support. And even though each system is unique, technological solutions and our know-how may be of interest for any operator anywhere in the world,” adds Silvička.
About O2 Slovakia
O2 Slovakia belongs among the three major mobile operators on the Slovak telecommunications market. O2 Slovakia was chosen as the operator of the year in the independent survey for the sixth time in 2014. More on www.o2.sk
About Ness Technologies
Ness Technologies is a global partner in the field of business processes and technologies and specializes in development of software products and applications, system integration, consulting and software distribution. Its services are built on long-term developed and tested competence, including outsourcing, nearshore and offshore deliveries. It helps customers in more than 20 countries to achieve their business and technological goals. Around 5,000 experts in branches across North America, Europe and India, and almost 500 in Prague, Brno and Ostrava, combine the benefits of global know-how and local expertise. The company belongs to the leaders on the Czech market in the field of business and IT services. More on www.ness.com
Pavla Dobrovolná, Ness Technologies