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Telefónica Germany Launches Customer Experience Dashboard Powered by SpatialBuzz

Telefónica has announced that it is the first mobile operator in Germany to provide customers with real-time access to network status information. Moreover it offers more detailed coverage maps, both thanks to an online system provided by SpatialBuzz.

The new online tools mean that Telefónica customers in Germany will now be able to check whether nearby sites are undergoing planned works or are experiencing unplanned outages. Furthermore, Telefónica customer service employees will have a new web-based Geographic Information System (GIS) containing the most up-to-date network performance information available.

“The new Network Coverage and Live Check systems on the O2 website mean that customers now enjoy a level of transparency about the state of the O2 network rarely provided by operators and never seen before in Germany. It sets O2 apart from its competitors”, says Andrew Blake, CTO of SpatialBuzz. “With the public launch of SpatialBuzz, O2 customers can now obtain the same detailed information about the O2 network whether they prefer to go online, visit a shop, or call customer services.”

SpatialBuzz harnesses the power of customer experience analytics to enable operators to better understand service issues by analysing in real time where customers and agents are performing network status checks.

“Since launching SpatialBuzz internally in December 2012, we have seen a marked increase in the efficiency in dealing with network related enquiries within our channels,” says John McGuigan, Managing Director of Consumer Sales and Service at Telefónica.

About SpatialBuzz

SpatialBuzz (http://www.spatialbuzz.com) is an innovative cloud-based customer experience analytics and service monitoring platform for network operators that improves customer satisfaction and brand loyalty by providing the same up-to-date network status and coverage information across your mobile, web and voice interaction channels with customers.

SpatialBuzz derives valuable operational insights by continuously monitoring activity across all touch-points, giving a unique crowd-sourced view of network performance, an early-warning of emerging service issues and a benchmark of performance during and after major network changes. SpatialBuzz has been successfully deployed by Tier 1 mobile operators in major European markets.

SpatialBuzz is a business unit of Synectics Technical Consulting Ltd.

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