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Improvements in Vip customer care


Zagreb, Croatia –

Nokia Siemens Networks’ Customer Care Automation rapidly resolves customer complaints

Vipnet, Croatia’s leading operator, is using Nokia Siemens Networks’ Customer Care Automation* software to provide its service agents with the information required to resolve customer issues instantly. Service agents are able to find the cause of a service problem and solve it without involving further technical specialists. This instant problem solving boosts customer experience while improving operational efficiency for the operator.

“The growing number of service platforms required for an expanding mobile subscriber base can make monitoring more difficult, compromising the ability of customer care to resolve complaints quickly,” said Dean Kosty, Head of Vipnet Network Management department. “Nokia Siemens Networks’ Customer Care Automation has helped us to improve the speed and efficiency of our customer care team, enhancing our customers’ experience.”

“Our solution helps resolve most customer problems on the first call, minimizing the need to escalate issues to more experienced and costly technical support teams,” said Dietmar Appeltauer, head of central-east Europe sales for Nokia Siemens Networks. “It helps Vipnet improve end-user service quality while controlling operational expenditure.”

Nokia Siemens Networks’ Customer Care Automation features an easy graphical user interface (GUI) that demands no previous technical knowledge from Vipnet’s customer care agents. The software takes data in real time, including customer profile and traffic data, from multiple sources across multivendor networks and automatically detects any inconsistencies or problematic configurations. It displays results to customer care agents in simple terms and provides one-click resolutions, helping staff resolve customer issues instantly. This reduces the number of calls which need to be forwarded to teams of technical experts, reducing the overall time spent in complaint handling and improving customer experience.

About Vipnet

Vipnet is the first private GSM operator in Croatia since July 1999. With its arrival to the Croatian telecommunications market, Vipnet introduced competition within mobile telephony in Croatia. Due to its great success in comparison to the market monopolist then, Vipnet is known for the best market entrance of the second GSM operator in Europe ever.

Vipnet is also recognized as the leading innovator on the Croatian market, constantly developing new technologies and being the first one to introduce them on the market. Vipnet is the first company in Croatia to introduce a Customer Service, available to customers 24 hours a day, 7 days a week. Vipnet is the first operator on the Croatian market which began introducing HSPA+ technology for data transfer and Dual Carrier technology with 42 Mbps speeds. Today Vipnet offers extremely fast data transmission via new generation technology and is the market leader by number of wireless broadband customers. In October 2010 Vipnet performed successful test of 4G LTE technology in live network and this year they introduced LTE technology that runs on 800 MHz in live network, and which will provide Vip customers in lower data coverage zones same quality of surfing and much higher data transmission speeds, equal to those in urban cities. Vipnet is 100 percent owned by Telekom Austria Group.

About Nokia Siemens Networks

Nokia Siemens Networks is a leading global enabler of telecommunications services. With its focus on innovation and sustainability, the company provides a complete portfolio of mobile, fixed and converged network technology, as well as professional services including consultancy and systems integration, deployment, maintenance and managed services. It is one of the largest telecommunications hardware, software and professional services companies in the world. Operating in 150 countries, its headquarters are in Espoo, Finland.


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