May 8, 2012
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Birdstep and CIQUAL deliver enhanced mobile customer service and mobile broadband data analytics
Focus on joint solutions for User Self-Help, Advanced Customer Service and Wi-Fi Offload effectiveness
(Oslo, Norway and Edinburgh, Scotland – 8thMay 2012) Birdstep and CIQUAL today announced a partnership to combine Birdstep wireless connectivity and security solutions with Ciqual Customer Service and customer Experience reporting products.
The integrated user self-help and advanced customer service solution reduces the number of mobile broadband-related calls into the call centre and reduces the hold times of calls made to the Call Centre.
“The top 2 priorities for Mobile Operators are to increase mobile data revenues and deliver the best customer service. The combined Birdstep-Ciqual offering is 100% focused on these priorities”, commented, Tom Walls, Ciqual CEO. “We are delighted to work with Birdstep and their best-in-class wireless connectivity solutions.”
“Interest from mobile operators in South Africa, the US and Europe has confirmed a solution to both measure user experience and lower the cost of support and retention activities is at the top of their list. The combined solution we now offer with CIQUAL has become a crucial part of any solution in the mobile data area. ” says Anders Harrysson, CEO Birdstep Technology.
With Mobile Data users now concerned by data usage and quality of service, CIQUAL and Birdstep constantly measures the effectiveness of Wi-Fi offload, enabling the mobile network operator's customers to receive the best broadband experience as they are moved from congested 3G networks, onto local Wi-Fi hotspots.
A recent study from Echo Research highlighted that 50% of smart phone users would prefer to use a mobile self-service application to try to resolve their customer service issue before calling into the contact centre.
Birdstep Technology ASA is a leading provider of secure and seamless wireless connectivity software for operators, enterprises and mobile device manufacturers. EasyConnect offers advanced connection and
service management solutions for network operators and laptop manufacturers. SafeMove is a mobile VPN solution providing seamless and secure connectivity to business data for corporations and governments. Birdstep Technology was founded in 1996 and is since 2002 listed on the Oslo Stock Exchange under the ticker "BIRD." The company has 63 employees and is headquartered in Oslo, Norway, with competence centers in Sweden, Finland and the United States. For more information, visit www.birdstep.com and follow @BirdstepTech on Twitter.
Ciqual specialise in providing Mobile Operators with real time knowledge and end-to-end visibility of the customer experience of Mobile Broadband. Customer service teams use Ciqual solutions to reduce average call handling times in the Call Centre, reduce repeat calls due to the same issue and increase the first-call-fix rate. In addition, Ciqual provides Customer experience and Competitive benchmarking of Mobile Broadband services for Marketing, Operations and Quality departments.
If you would like further details please get in contact at info@Ciqual.com
Michael O. Jönsson
VP Sales EasyConnect
+46 70 6009723
Phone: +44 131 718 0800