ORANGE ARMENIA ENHANCES CUSTOMER CARE EFFECTIVENESS BY 20% THANKS TO ASTELLIA
Rennes, France, December 4th 2012 – Orange Armenia confirmed today that it managed to enhance its customer care effectiveness by 20% over the last year following the use of Astellia’s E2E monitoring solution, deployed in March 2011. Astellia’s non-intrusive probe-based monitoring system presents a complete end-to-end picture of Orange Armenia‘s customer activity and troubleshooting capabilities across multiple bearers.
Astellia’s solution enables fast investigation of customer complaints and advanced analysis of QoS deteriorations by customer care and support teams. The time of investigation and pinpointing of the root cause in case of a customer complaint related to poor quality of service can be considerably reduced by using Astellia’s monitoring solution. The support team can, in a matter of seconds, access any subscriber’s call and precisely understand the conditions experienced by the end-user unable to access data services for instance.
“Astellia is renowned for its unique, integrated E2E approach to monitoring and is not only helping us troubleshoot customer complaints promptly but is also helping us deliver an independent evaluation of infrastructure provider’s performance” said Grigor Grigoryan, CTO of Orange Armenia.
“We thank Orange Armenia for their confidence and are delighted to have been chosen as a strategic partner for service quality assurance. Orange Armenia can count on Astellia’s expertise and we see this remarkable improvement in customer care effectiveness as evidence of the quality of our monitoring solution.” comments Sébastien Schultz, Managing Director Europe at Astellia.
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