Tele2 uses Comsys’ IVR Survey to automate customer satisfaction measurement
Stockholm Sweden, Soesterberg The Netherlands, November 2013 – Telecom operator Tele2 has decided to use Comsys’ IVR Survey solution to automate customer satisfaction measurements. Satisfied customers are the most important measure of business success for Tele2 and customer satisfaction is measured daily by means of a Customer Satisfaction Survey (CSS). The Survey is active in Sweden and in the Netherlands. Other countries throughout Western Europe and Eastern Europe will follow soon.
The, web based, Survey Management Tool enables Tele2 to create multiple, unique surveys very quickly and easily. Tele2 can determine the number of questions, the format of the answers and can upload pre-recorded questions. In addition, it is possible to ask the respondent for an explanation of their selected answer, simply by asking them record a voice message. In this way, the IVR Survey results are more dynamic and provide a means to collect unique information from the customers.
Survey results are presented on-line via a web based user interface. Surveys can be reviewed on a caller by caller basis, questions can be viewed and customer recordings can be played back and downloaded. For each Survey response, the reviewer can add notes based.
Walter Botman, CEO at Comsys: “I believe that by using the Survey, Tele2’s customers, have a flexible and easy way to give their feedback to Tele2. Using this feedback, Tele2 can maintain and even improve customer satisfaction. I am proud that Comsys’ solutions can help Tele2 achieve these good results.”
In addition to the Survey, Tele2 is already using the IVR, Service Creation Environment, Intelligent Roaming and the Missed Call Alert solution from Comsys for all of its European subsidiaries.
The Survey is a part of the Contact Center solution which belongs to Comsys product suite and is built on the SpeechFrame platform. This platform is developed in-house by Comsys for the deployment of interactive services and solutions. The SpeechFrame platform extensively utilises modern technologies such as Voice-XML, CCXML, Java and SOAP, which enable it to support many different interfaces and a wide range of telephony protocols.
Tele2 is one of Europe’s fastest growing telecom operators, always providing customers what they need for less. We have 15 million customers in 10 countries. Tele2 offers mobile services, fixed broadband and telephony, data network services, cable TV and content services. Ever since Jan Stenbeck founded the company in 1993, it has been a tough challenger to the former government monopolies and other established providers. Tele2 has been listed on the NASDAQ OMX Stockholm since 1996. In 2012, we had net sales of SEK 31 billion and reported an operating profit (EBITDA) of SEK 6 billion.