Enabling Telenor Sweden to converge, extend and harmonise B2B services
Service silos are all too common – but they can impede and block evolution of new offers. Find out how we helped Telenor Sweden to unlock the advantages of a converged solution, spanning fixed and mobile domains – and providing the foundation of future B2B service evolution.
Silos limit synchronisation and convergence
Many service providers have built up an asset base that includes a number of silos. These can be for different operational processes, as well as for customer-facing services. In the case of services, this can mean that user data is scattered between different solutions, leading to a lack of synchronisation between systems and inconsistencies in service handling.
Of course, service providers are keen to eliminate these silos and harmonise different platforms, so they can secure a consistent, integrated foundation for future service innovation and enhancement. That’s why Telenor Sweden chose Gintel to provide integration between different services and a new foundation for B2B service evolution.
Correlating fixed and mobile sessions and domains
Telenor Sweden offers a range of B2B services, including a contact centre offer based on well-known platform. Agents and users of this system can be connected via fixed, mobile or to a dedicated contact centre group. When connected to this solution, they can use softphone clients or physical fixed devices.
Calls received by the platform are routed according to rules, so they can be delivered to registered users. But, if they use mobiles, they are connected to the classic mobile network and available as forwarding destinations from the platform. The problem was that there was no correlation between these domains.
Defining service gaps and requirements
A single switchboard had been deployed but this did not provide convergence across each connected network. The different domains existed in silos and there was a lack of convergence between each. This meant that changes in agent and user status were not shared between them. So, if a user was busy on a mobile call, the current system would not know that their status had changed and could attempt to continue route fixed calls to the soft client or to the mobile, depending on preferences.
Similarly, calls from the mobile network could be routed to a user’s mobile even when they were busy with a call on the soft client. The switchboard lacked an awareness of the true status of each user, taking into consideration all domains – and this information was also not available to the auto-attendant application, which meant that calls could be directed to users already busy on other calls.
In addition, future and recurring events were also not visible to the system – so if an agent had set an absence due to a holiday in Outlook, for example, this information would not be available to the platform. In this case, the system would attempt to route calls to the absent member of staff via the soft client.
Telenor Sweden needed to unify these domains and aggregate the different data by deploying a new, integrated solution that would provide a consolidated view and make this available to all service elements. This would eliminate inefficiencies and deliver a better experience to users of the different services.
Read our case study to find out more
So, how did we solve these problems and deliver a new solution that helps Telenor Sweden to evolve and to meet future opportunities? Get in touch to read the full case study, see a demonstration or to talk about any of your own challenges.