Astellia launches Nova Care to improve customer services efficiency

RENNES, FRANCE: Astellia, provider of customer and network intelligence for mobile operators, today announced that it expands its Nova solution by introducing Nova Care designed to provide customer service teams with real-time and easily understandable information to better handle customer complaints.

In one single screen, customer service agents can measure subscriber satisfaction and quality of experience (QoE) of each individual across all network technologies from 2G to 4G. Nova Care provides them with a detailed overview of the subscriber activity and helps them identify issues encountered by the subscriber as well as the cause of the problem.

Frederic Vergine, president of products at Astellia said: "Customer service agents are under increasing pressure to increase first call resolution (FCR) and to significantly lower the number of trouble tickets sent to level 2 teams. Nova Care provides not only the means to engage with customers and to show awareness and understanding of their experienced problems but also to diagnose if the subscriber is the only one impacted or if it is global to the cell. This is key information in helping operators organize resources and in prioritizing optimization activities based on the number of impacted subscribers."