Context
Telenor Norway was seeking a better information base when assisting customers calling the helpdesk.
Lack of knowledge and insights
Limited visibility into the service quality of the cable network
Problem location & identification
Difficulties identifying if the problem was related to just one customer or if a whole area/group was affected
First-time rights
Make field engineers able to check on–site if they solved the issue
Increased FTR
More effective use of field engineers
Reduced number of STB swaps
Significant cost savings
"For Telenor, attaining an excellent customer experience is vital. With the Agama analytics and assurance platform, we get a very good overall view of the entire cable distribution chain in real-time, and we can easily understand KPIs and KQIs on customer level."
Tommy Hexeberg
System Manager Broadcast Services @ Telenor
