Sunday, 26 May 2019

A1 Telekom Austria selects SANDSIV to elevate and sustain its VoC capabilities

Realwire Ltd
Friday 05 April 19

SANDSIV, the leading customer experience management (CXM) enterprise software provider, proudly announces that one of Europe’s largest telecom firms has chosen sandsiv+ to integrate and automate its customer intelligence ecosystem. A1 Telekom Austria Group joins a large roster of international businesses, including Fastweb, Lufthansa Group, Axa, Vodafone and Iberdrola, who benefit from sandsiv+&rsquo…

SANDSIV, the leading customer experience management (CXM) enterprise software provider, proudly announces that one of Europe’s largest telecom firms has chosen sandsiv+ to integrate and automate its customer intelligence ecosystem. A1 Telekom Austria Group joins a large roster of international businesses, including Fastweb, Lufthansa Group, Axa, Vodafone and Iberdrola, who benefit from sandsiv+’s comprehensive feedback-collection and immediately actionable insights.

A1 Group is one of Central and Eastern Europe’s largest convergent-communication providers, with more than 18,000 employees providing voice telephony, broadband internet, payment, and entertainment services to 24 million customers in seven countries. To extend its leading position and further drive transformation into a customer-centric organisation, where customer is at the very core and centre of its business, A1 Group needed a comprehensive Voice of the Customer (VoC) solution.

Specifically, A1 Group requirements were:

• Comprehensive feedback collection across all channels and sources, and in a dozen languages
• Full integration of channels, sources, and A1 Group’s own systems
• Immediate, actionable customer analytics, reporting, and advanced insights in the area of NLP / intent & sentiment analysis
• Seamless follow-through, including support for managing closed-loop workflows and individual cases, and for real-time alerts
• Clear reporting of KPIs including NPS, TNPS, CES, and others

Additionally, A1 Group requested the ability to manage Voice of the Employee (VoE) and VoC functions on the same platform, full compliance with GDPR, and support services including survey design, financial projections, and CX journey design.

SANDSIV answered this demanding brief with the full benefit of its five years as a proven, mature, comprehensive VoC platform. A1 Group’s rapidly changing international market benefits from sandsiv+’s equal facility with direct and indirect feedback channels, and from its ability to infer additional feedback using sophisticated artificial intelligence techniques. sandsiv+’s advanced Natural Language Processing (NLP) and Deep Machine Learning (DML) features provide topic detection and sentiment analysis in near-real time from unstructured data ranging from emails to phone calls to tweets, allowing A1 Group a consistently comprehensive view of customer opinion.

“sandsiv+ fully satisfied our criteria to further drive best customer experience along the entire customer journey,” notes A1 Group’s Head of Sales and Customer Services, Juliana Posch. “We are impressed by SANDSIV’s passion for the project and its comprehensive Voice of the Customer approach.”

SANDSIV agrees. “We are pleased to add A1 Group to our portfolio of customers,” adds SANDSIV’s CEO Federico Cesconi. “They offer vital services in a fascinating market, and we look forward to working closely with A1’s CX team to introduce a new level of CX maturity to their operations.”


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