Portugal Telecom Selects SupportSoft for Broadband Customer Service Automation

Portugal Telecom, the country’s leading high-speed data services operator, is using SupportSoft Subscriber Agent™ software to provide offline help to subscribers of ADSL services, when an Internet connection is not available, and plans to deploy SupportSoft LiveAssist™ and RemoteAssist™ software to further automate its customer service process through the solutions’ capability to provide online chat and remote problem diagnosis and resolution respectively.

SupportSoft LiveAssist functionality enables customer service representatives (CSRs) to handle up to 4 customer issues at one time via online chat to speed problem resolution and reduce call volumes, while SupportSoft RemoteAssist capability allows a CSR to remotely diagnose customer problems and provide an automated solution.

And, should a customer not be able to connect to the Internet, the software’s VoiceAssistTM capability can automatically create a digit code system that identifies the characteristics of the problem. The code can then be provided by the customer to a CSR via the telephone, enabling the CSR to more quickly identify both the problem and the solution, and return the caller’s system to a working broadband connection. In each case, the result can be increased efficiency and effectiveness of PT.COM’s service operations, helping boost customer satisfaction and reduce operational cost.

“A key goal for Portugal Telecom is to create the best broadband experience for our customers. SupportSoft service automation solutions can help us to accomplish this goal, while also enabling a highly reliable connection at competitive prices,” said Manuel Rosa da Silva, executive board member of PT’s wireline division.

“As a broadband market leader, Portugal Telecom clearly understands what motivates its customers when it comes to service delivery. That’s why we’re especially pleased to include the company to our growing list of European service providers,” said Mark Forrest, vice president and managing director of EMEA operations for SupportSoft. “By standardizing on SupportSoft service automation solutions, Portugal Telecom can not only enhance the experience of their current broadband customers but also position itself to take advantage of the software platform for triple play service delivery in the future.”