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O2 adopts Yospace VirtualHandsetsTM
~ Handset simulation technology to revolutionise customer service ~
O2 UK has implemented VirtualHandsets™ technology from Yospace, to enhance its customer service strategy. The move gives O2 contact centre staff the ability to improve the standard of responses to handset-related customer queries.
Yospace VirtualHandsets™ technology provides virtual 'software' phones that accurately simulate the menus and operation of real handsets. Virtual handsets can be used in a wide range of applications, from on-line self-help tutorials and interactive user guides, as well as in contact centres for training tools and live customer support.
O2 plans a roll-out of VirtualHandsets™ after the successful trial of the technology by its customer service team. The deal will, in the first 6 months, provide O2 with virtual versions of over 25 different handset models from a range of O2s key handset providers. The technology will be implemented within its contact centres and will be available via its web-based self-help tools on its portal.
"Customer support is now a crucial component of deploying new services available for an increasingly sophisticated array of mobile handsets," said Angus Cormie, Head of Portals, O2. "We can now offer a choice to our customers needing support with handsets; 24/7 online support when they need it, or assistance from our customer service team. Both are delivered via the VirtualHandsets™ technology ensuring customers get the right answer first time, and the maximum benefit from their handset"
"O2 is setting the benchmark for customer service. We fully expect a continued shift in thinking within the industry on how to deliver efficient and effective customer support," said David Springall, CTO, Yospace. "With VirtualHandsets™, not only does every team member have instant access to the latest handsets, they can also become proficient at troubleshooting issues extremely rapidly, which will cut response times, and increase the number of queries answered per advisor. "
(310 words)
NOTES TO EDITORS
Founded in 1999, Yospace provides multimedia messaging, personal storage and handset simulation solutions. Its clients include over 1,500 mobile development companies, internet portals and mobile operators such as O2, Vodafone, Orange and 3. In 2002, Yospace launched the Yospace Media Community Platform (MCP), one of the world's first fully featured media libraries and applications platforms designed for MMS community-building applications.
VirtualHandsets
A VirtualHandset is a software simulation of the MMI (Man-Machine Interface) of mobile phone. In other words, it simulates on screen the menu system, navigation, settings screens, etc. VirtualHandsets allows users to familiarise themselves with a mobile device without the physical device being present.
Yospace offer VirtualHandsets™ in a number of solutions:
Customer Call Centre: Virtual Handsets represent a practical and cost effective means to dramatically reduce customer query resolution times for many handset-related troubleshooting problems.
Customer Demonstration / Education: potential customers can trial handsets online, or at the point-of-sale. VirtualHandsets™ technology allows the user's navigation through the handsets to trigger events which can be used to display collateral information, ensuring that the user is educated correctly.
Staff Training: VirtualHandsets™ are an extremely cost effective and convenient means to train (classroom style, or distance learning) potentially large volumes of personnel in the features and functions of handsets. Design use-case scenarios that utilise the Virtual Handset for added realism and familiarisation and for more effectively preventing common mistakes.
For further press information and photography please contact:
Katie Jamieson or Giles Read at LEWIS.
Tel: +44 (0) 20 7802 2626 Fax: +44 (0) 20 7802 2627
Email: katiej/gilesr@lewispr.com
Web site: www.yospace.com.
For sales enquiries, please contact Yospace:
Tel: +44 (0) 1784 466 389
Website: www.yospace.com
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