|November 11, 2003
O2 Selects Digital Fuel for Contact Center Performance Management Solution
|SAN MATEO, Calif.--(BUSINESS WIRE)--Nov. 11, 2003--Mobile network operator O2 (UK) Limited has selected Digital Fuel's ServiceFlow(TM) platform as the contact center performance management platform for its UK customer service operations. The contract covers 4000 seats in four O2 contact centers and represents the second major contract between the two companies.
|ServiceFlow will provide O2 with a total performance measurement system to deliver consistent metrics and reports, spanning individual advisors for the entire customer contact operation. Role-based dashboards will permit employees to monitor their own performance against objectives while providing management with the information necessary to effectively measure and manage employee performance and customer service quality.
"We are committed to delivering the best possible customer experience," said Richard Holden, head of Strategy and Business Development, O2. "Digital Fuel allows us to employ an innovative balanced scorecard approach that combines quantifiable and qualitative measures to drive both customer satisfaction and operational excellence."
Digital Fuel ServiceFlow tracks, analyzes, and presents comprehensive performance metrics from all employees, contact center components and service applications, delivering custom role-based views and management capabilities appropriate to each level in the organization. Industry studies find that such performance management systems can dramatically improve customer satisfaction by focusing the entire organization on key customer-centric performance metrics. At the same time, clear and objective performance measures and reports greatly increase employee productivity and job satisfaction, and enable efficient and auditable management decisions.
"Improving contact center performance has immense client benefits and is a natural fit with our focus on enterprise services management," noted Digital Fuel CEO, Benny Lehmann. "We are proud to be selected for a second project by O2. ServiceFlow will now provide a standard platform that manages the delivery of O2's innovative wireless services as well as their excellent customer service."
O2 aims to enrich customer's lives by enabling them to get the most from their mobile. As a leading provider of mobile services to consumers and businesses in the UK, O2 offers a range of services including text, media messaging, games, always on data connections (via "GPRS") and much more. Other services under development include music over mobile and mobile video. O2 is the UK market leader in mobile data services such as text, with over half a billion messages being sent by O2 customers each month. O2 has approximately 12 million customers in the UK.
About Digital Fuel
Digital Fuel's ServiceFlow platform provides real-time management and automation of IT and business services, offering enterprises and service providers a top-line view and control of the cost, performance and delivery of sourced services. Founded in 2000, Digital Fuel is headquartered in San Mateo, Calif., and has offices across North America and Europe. Customers include General Electric, O2, DoubleClick, USI, and Sun Microsystems. Visit www.digitalfuel.com.