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Kieran Moynihan
Vice President & CTO Telecoms
IBM Tivoli Division
T-Mobile launches personalised service for mobile customers
2008-10-27 17:47:42
Manchester, UK. 24 October, 2008 -- T-Mobile is launching the next stage in its customer service strategy through multi-channelled mobile personalisation.The global telecoms provider has announced the structured deployment of pioneering VoiceObjects technology across European markets as part of its “self-service in your pocket” customer initiative. This multi-channel approach ensures that a useful mix of service channels is available to T-Mobile customers on-demand.
The VoiceObjects “design once, deploy anywhere” technology approach is important to T-Mobile’s initiative because it enables the one-time development of an application which can run on every available phone channel: voice, video, text or mobile Web.
As a result, T-Mobile customers will experience a fast, personalised self-service across mobile web, SMS and voice portals, driving the company’s long-term strategy of developing a complete self-service environment capitalising on the strengths of each individual channel.
“These days, customer self-service must fulfil two needs,” stresses Daniel Hendling, program manager at T-Mobile International. “First, the service must be easy and attractive so that the customer wants to use it as a preferred channel. Secondly, we have to optimise efficiency for the company so that ultimately, we can offer affordable services through a range of channels. With VoiceObjects, we have found an ideal technology partner to provide us with a simple, yet cost-effective self-service architecture.”
“VoiceObjects is in a unique position of being able to deliver personalised phone self-service over popular phone channels, used by consumers every day,” said Michael Codini, VoiceObjects CTO and managing director EMEA. “With VoiceObjects, T-Mobile can lower costs by having one development and deployment environment and by deploying applications built for one channel across multiple channels.”
Filed under: Mobile Content Company News Contract News Mobile operators/MVNOs Service Provisioning & Activation