Movistar deploys customer care solution

NICE Mobile Reach, a solution for mobile customer service, has been selected for initial deployment by Movistar, a telecommunications operator and a brand of Telefónica Spain.

The solution will serve as a bridge between Movistar’s self-service mobile app and the contact centre, engaging customers based on their intent, profile, and the context of the interaction.

NICE Mobile Reach enables Movistar customers to transition from the mobile app to assisted service with an agent. When a customer selects this option, all information about the customer’s activities in the mobile application will be automatically transferred to the contact centre and immediately displayed on the agent desktop. The Movistar agent will be able to use the interaction context to immediately start helping the customer in a personalised way.

Multimedia collaboration options, such as image exchange, will further boost the quick and efficient resolution of the customer’s issue, improving first contact resolution rates and increasing customer satisfaction.

“NICE Mobile Reach offers a unique, real-time connection between the self-service channel and the contact centre, and will enable us to provide personalised and effective service to our mobile customers,” said Mario Soro, Director of CRM Technology at Movistar.

“More and more consumers are using their smartphones and tablets to interact with service providers, and the service they receive over these devices should reflect the lifestyle and expectations of such customers. Movistar’s customers will enjoy quicker, more effective, and highly personalised service,” said Benny Einhorn, President of NICE EMEA and Chief Marketing Officer.