Context
A1 Hrvatska was looking to automate customer service providing agents with automated diagnostics and troubleshooting tools.
Challenges
✔️ Complex troubleshooting
Lack of automatic diagnostics and troubleshooting tools
✔️ Legacy IT systems
Integration needed with existing IT systems.
✔️ Ways to improve customer satisfaction
Need for real-time insights into the level of customer experience and ways to improve it
Solution benefits
✔️ Providing real-time metrics and information regarding the DTV service
✔️ Easier way for the customer service agents to understand issues reported by end-users
✔️ Real-time customer dashboards for different types of services, live TV, timeshift, catch-up and start-over.
"We are very satisfied with the cooperation and professionalism of all participating teams during the integration of video performance monitoring tools. The final product allows our colleagues from other departments to independently and instantly note technical quality of provided video service, which results in positive impact on quality of experience for our customers."
Josip Buzolić
Video Services Development Principal @ A1 Hrvatska
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