Astellia, leading provider of customer and network intelligence for mobile operators, has expanded 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 QoE of each individual across all network technologies from 2G to 4G. Nova Care provides them with a detailed overview of the subscriber activity (voice calls, messages, data sessions) and helps them identify issues encountered by the subscriber as well as the cause of the problem. For instance, a subscriber is complaining that he can no longer receive SMS messages. Thanks to Nova Care, the agent is able to tell the customer that the problem is coming from his handset, i.e. handset memory is full and provide the instructions to solve the issue.

“Customer service agents are under increasing pressure to increase first call resolution (FCR) and to lower significantly the number of trouble tickets sent to level 2 teams,” notes Frederic VERGINE, President Products at Astellia. “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.” he explains.