T-Mobile Deploys Nuance Mobile Care Solution to Deliver Improved
Customer Experience, Operational Excellence in Customer Self-Care
Nuance Communications, Inc. (Nasdaq: NUAN) today 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.
