Unwired Magic Suite SoluAon

Transcription

1 Teleperformance Presents globally accredited and award winning Unwired Magic Suite SoluAon Superior Experience, Consumer Insights & Reduced Costs of Service

2 WHAT DOES UMS DELIVER? Superior Customer Experience to 400 Million+ Subscriber Base of Indian Telco's for Tech Support to enable ü Connec?vity Support GPRS, 3G Support ü Smartphone Support Apple, HTC, Blackberry, Samsung ü PC Connec?vity Support Mobile to PC Connec?vity Solu?ons ü Applica?on Support Facebook & TwiNer, You Tube ü Data Card/ Data Dongle Support Installa?on & Troubleshoo?ng Supports troubleshooang of 1 Million+ technical queries monthly Higher CSAT Score, BeQer FCR and Improved Quality Parameters 2

3 UMS- THE TOOL The development and maintenance of the UMS soluaon involves two parts : Simulator : Knowledge Base : Virtual Handsets End To End Smartphone Support End To End White Label Phones Support Tablet Support Over 300 Error Codes , MMS, Connec?vity Dongles, Data Cards Connec?vity Third Party Apps Various PC Suites Connec?vity 254 concurrent users Management of this tool is fully governed by Learning & Development Team & observed by Opera?onal Teams. 3

4 THE SIMULATOR Select brand and model from dropdown for mobile- SimulaAon User Manual Guide Customer Service Number Service Center Number Tech Support Rep clicks on the highlighted icon to walk thru the soluaon to a customer

5 KNOWLEDGE BASE ARTICLES Click On Knowledge OpAon

6 REPORTS BASED ON HITS Handset Hit Report

7 REPORT BASED GRAPHICAL ANALYTICS Customer VOC Form in UMS

8 OS PLATFORMS SUPPORTED IN UMS Support for enare series of OS starang from Smart phones to Economy phones

9 END TO END SMARTPHONE SUPPORT End to End support for smartphones using: Windows Opera?ng System Symbian Opera?ng System Bada Opera?ng System Android Opera?ng System

10 HANDSETS SUPPORTED Virtual Handsets providing seangs for thousands using these Devices Support for enare range, from Smart phones to Economy phones Support for Micro Sim Tablets to Dual Sim mobile phones

11 PC CONNECTIVITY SOLUTION End to End PC connecavity with virtualized soluaons Sony PC Companion Samsung Kies

12 CONSUMER INSIGHT (SAMPLE DATA) Manuf Model Pct of calls IR % to Target AHT % to Target Blackberry Torch 29.25% 106.1% % Top 5 Issues: Issue Sync Issue Frozen Screen Backlight Issue Browser/Content Issue Percent of Volume 23% 13% 9% 7% 6% AHT on Call Type 79% 74% 109% 132% 83% IR on Call Type 111% 94% 88% 119% 105% Manuf Model Pct of calls IR % to Target AHT % to Target Apple iphone 9.49% 103.9% % Top 5 Issues: Issue Picture Mail Sync Issue Install Theme Touchscreen issue Percent of Volume 26% 11% 9% 8% 8% AHT on Call Type 77% 101% 76% 106% 124% IR on Call Type 108% 114% 86% 109% 83% Manuf Model Pct of calls IR % to Target AHT % to Target Apple ipad 6.32% 111.4% % Top 5 Issues: Setup ConnecAvity Sync Issue Data Roaming App Store Percent of Volume 19% 18% 7% 6% 6% AHT on Call Type 64% 83% 121% 125% 94% IR on Call Type 115% 89% 121% 124% 97% Manuf Model Pct of calls IR % to Target AHT % to Target Samsung Galaxy S 5.73% 101.7% % Top 5 Issues: Picture Mail Charging Port Setup Slow Browsing TexAng Percent of Volume 13% 11% 8% 8% 7% AHT on Call Type 99% 108% 89% 84% 119% IR on Call Type 111% 89% 86% 94% 123% Manuf Model Pct of calls IR % to Target AHT % to Target HTC Hero 4.15% 100.1% % Top 5 Issues: Issue 3rd Party Apps BaQery Issues Screen Freeze Mutli Media Player Issues Percent of Volume 16% 14% 8% 6% 6% AHT on Call Type 84% 97% 123% 118% 109% IR on Call Type 94% 89% 89% 89% 119%

13 LATEST UPDATES Push SMS To SMS the resolu?on steps provided by Contact Centre. Push To the resolu?on steps provided by Contact Centre. Path Finder Problem Iden?fier Probing Tool used by agents ini?ally to diagnose customer issues to avoid hit and trial resolu?on approach. Over The Air (OTA) Server For Scenarios when OTA sebngs are not delivered through the Device Manager. This is a home grown server that caters to customer across regions/devices. 3G Log Me In Tool Tool to take control of users phones, especially the Help Tool for taking remote access for the users on 3G network, for troubleshoo?ng purposes. 13

14 UMS SUPPORTS ALL DIGITAL PRODUCTS, DEVICES & APPLICATIONS Cameras Camcorders Music Systems Mobile Phones Digital printers Smart TV Laptops Tablets Washing Machines Data Dongles Microwaves Routers 14

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