Get key metrics that reflect the customer experience of any voice or data service. Nova Care enables a quick diagnosis of a problem to either close the ticket or efficiently forward it to the relevant technical team. The result is an improved customer care handling procedure.
Thanks to real-time simplified diagnosis and understandable information, customer service teams can easily identify the impacted services and root cause such as malfunctioning devices, low performing network equipment or coverage and equipment or transmission problems. They can then establish a dialogue with customers and show an awareness and understanding of their experienced problems.
When issues are detected, agents can identify and visualize the area (cell) where the problem occurred and diagnose if the subscriber is the only one impacted or if it is global to the cell. This is particularly useful to:
Nova Care’s user interface automatically adapts to web browser language and user profile: