T-Mobile Deploys Nuance Mobile Care Solution to Deliver Improved Customer Experience, Operational Excellence in Customer Self-Care
BURLINGTON, MA, – Nuance Communications, Inc. (Nasdaq: NUAN) announced that T-Mobile USA, one of the fastest growing providers of wireless voice and data services, is deploying Nuance’s Mobile Care solution on select T-Mobile handsets.
The new application will enable T-Mobile to provide its customers with a more intuitive, user-friendly experience, allowing them to automatically resolve common problems. T-Mobile customers can now address such issues as diagnosing and repairing configuration problems, along with making account and billing inquiries – all on their mobile phones. Pilots and trials in both the U.S. and Europe have proven customers’ preference for on-device self-service.
“T-Mobile works toward delivering exceptional service to every customer, every day,” said Warren McNeel, vice president of product development at T-Mobile USA. “Nuance Mobile Care gives us the ability to provide a superior customer service experience and offers our customers an easy way to learn about and use advanced services, right from the screen of their phone.”
“The growing complexity in devices and data service technologies has made it challenging for wireless operator customer support and made it more difficult for subscribers to discover beneficial services,” said J. Gerry Purdy, Ph.D., vice president and chief analyst, Mobile & Wireless Communications at Frost & Sullivan. “Nuance Mobile Care represents an excellent solution for T-Mobile that enables their customers to solve – right on the device - many of the common problems they encounter, from checking their account balance and paying bills to upgrading their data plans and setting up email.”
“T-Mobile is known for its great service, which reflects the company’s ongoing commitment to meeting the needs of their customers.” said Mikael Berner, vice president and general manager for Nuance Mobile Care. “With our Mobile Care solution, the bar has been raised for quality customer service, helping companies reach the next plateau in customer satisfaction. Devices can now solve problems and answer questions more quickly and easily than ever before.”
Nuance Mobile Care solutions can be embedded on a customer’s mobile device over-the-air (OTA) or installed by the manufacturer. The interactive experiences, such as paying a bill, new feature tutorials or relevant service discovery can be created by the operators and pushed OTA to any device that supports Nuance Mobile Care. The product suite enables the delivery of interactive promotions, the resolution of most customer support problems, and allows operators to deliver a branded service experience to their subscribers.
About T-Mobile USA
Based in Bellevue, WA, T-Mobile USA, Inc. is the U.S. operation of Deutsche Telekom AG’s Mobile Communications Business, and a wholly owned subsidiary of T-Mobile International, one of the world’s leading companies in mobile communications. By the end of the second quarter of 2008, 125 million mobile customers were served by the mobile communication segments of the Deutsche Telekom group — 31.5 million by T-Mobile USA — all via a common technology platform based on GSM, the world’s most widely used digital wireless standard. T-Mobile’s innovative wireless products and services help empower people to connect to those who matter most. Multiple independent research studies continue to rank T-Mobile among the highest in numerous regions throughout the U.S. in wireless customer care and call quality. For more information, please visit www.t-mobile.com. T-Mobile is a federally registered trademark of Deutsche Telekom AG.
Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ: NUAN) is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
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