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NetQ

Improve Customer Satisfaction through Unified and Tested Diagnostics

BUSINESS BENEFITS

  • Increases first time resolution in the front office

During the first call, guided scripts, accurate diagnostics and immediate corrective actions allow agents to solve efficiently customer problems.

 

  • Decreases mean time to repair

Smart diagnostics, coupled with automated and recommended corrective actions, reduces significantly the time required to detect and solve service problems.

 

  • Minimizes field force interventions

End-to-end service testing, diagnostics and troubleshooting reduces the need for field force intervention and home client visits.

 

  • Minimal technical skills required at front office

Preconfigured workflows with best practice integrated reduce the level of technical skills required by front office personell.

 

  • Increases field force autonomy for tests and diagnostics

Whenever a visit to the customer premise is required, a successful service installation or service repair in one single visit increases the overall customer satisfaction. 

 

ARCHITECTURE

NetQ easily adapts to mobile operator’s processes and different operational needs, providing tailored front ends for customer care helpdesk, skilled engineering personnel and field force teams. These front end interfaces rely on a highly scalable and configurable engine, the NetQ Core, allowing flexible adaption to the continuous changes and increasingly demanding CSP’s business needs. The integration with the network is guaranteed by a mature Mediation layer offering out-of-the-box plugins for multi-vendor and multi-technology environments.

MAIN FEATURES

E2E SERVICE TESTS

 

  • From the telco’s network and platforms right up to the home network;
  • Historical registration of every operation for auditing and indicator analysis.

 

GUIDED HELPDESK WORKFLOWS

 

  • Workflow scripts with contextual help to guide helpdesk staff in customer interactions;
  • Minimal technical skills required.

 

OSS & BSS INTEGRATION

 

  • Smooth integration with CRM and inventory Systems;
  • OSS & BSS integrations using plug-ins.

DIAGNOSTICS AND TROUBLESHOOTING

 

  • Smart service diagnostics and recommended resolution actions;
  • Highly configurable.

 

FEASIBILITY AND PROACTIVE TESTING

 

  • Service feasibility tests based on configurable rules;
  • Batch & programmed routine tests for preventive and proactive maintenance.
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