NEWS
Euskaltel and Microsoft partner to digitally
transform companies
uskaltel and Microsoft have reached an agreement that gives
the telecommunications operator a major role in the digital
transformation of its corporate and institutional customers in the
markets in which it operates. It will also help the group continue with
its own internal digitisation process. E means that the Euskaltel Group (through Euskaltel in the Basque
Country, R in Galicia and Telecable in Asturias) is set to become a
benchmark for the application of these technologies, expanding
its commercial offering for corporate (businesses, SMEs and large
enterprises) and institutional customers.
Under the agreement, Euskaltel and Microsoft will work together to
identify innovative solutions based on cloud technologies, artificial
intelligence, Big Data and the Internet of Things. This collaboration Euskaltel’s CEO, Francisco Arteche, expressed his satisfaction with
the agreement and believed it “is strategic for us since it will allow
us to continue leading the digital transformation of companies
and institutions in our markets in the Basque Country, Galicia and
Asturias, increasing their competitiveness and giving them all
the potential of cutting-edge technology and an innovative and
technological ecosystem.”
Pilar López, President of Microsoft Ibérica, said: “This strategic alliance
will allow us to work with the Euskaltel Group to identify scenarios
for applying the most innovative technologies (including artificial
intelligence, Big Data, machine learning and the Internet of Things) in
the Group’s digital transformation and its offering to customers.”
With this strategic agreement, Euskaltel aims to give its customers
all the opportunities cloud computing has to offer to increase
their competitiveness and make the most of a technological and
innovative ecosystem.
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TechSee’s visual support enhances customer
satisfaction at Orange Spain
T
echSee, the category leader in Intelligent
Visual Support, has announced the
completion of a successful partnership
programme with Orange Spain, a leading
telecom network operator in Spain. Orange
Spain contracted with TechSee to meet the
growing demand for its newly launched smart
home and Fibre-to-the-Home (FTTH) services,
as well as for its quadruple play services.
The partnership demonstrated that the use
of TechSee resulted in KPI improvements,
including increased First Call Resolutions,
reduced technician dispatches and improved
customer satisfaction. With a significant
drop in operational costs and high ROI, the
carrier implemented TechSee into all four of
their technical support call centres.
TechSee’s visual support solution enables
customers to use their smartphone camera
to show the agent exactly what they see in
their physical environment via a simple tap
of a screen – no downloads, app installation
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INTELLIGENTCIO
or account login required. The agent can
then virtually identify the problem and
visually guide the customer using a suite
of augmented reality tools, resulting in the
prompt resolution of technical issues.
With TechSee’s platform, Orange Spain’s
agents were able to quickly identify and
resolve a comprehensive list of technical issues.
In addition, the installation and configuration
activities that previously required a technician
dispatch could now be performed by the
agents, acting as virtual technicians.
Uri Kesselman, TechSee’s VP Customer Success,
said: “Using Techsee’s innovative visual support
solution, Orange professionals are now able
to resolve more technical issues on the first
call, avoid technician visits where possible and
deliver an optimal customer experience.”
www.intelligentcio.com