Cloud-based customer experience analytics and service monitoring specialist, SpatialBuzz has been shortlisted for the 4th BT Infinity Labs programme, held in conjunction with TechHub, for its work with Telefónica UK and Germany. The programme recognises innovative solutions that help businesses meet the evolving needs of tomorrow's customer service.

SpatialBuzz is an innovative cloud-based customer experience analytics and service monitoring platform for network operators that directly engages customers about technical and network based issues across multiple touch-point self help. The platform derives critical operational insights by continuously monitoring activity across all client network touch-points, giving a unique crowd-sourced view of network performance, an early-warning of emerging service issues and a benchmark of performance during and after major network changes.

By deploying the platform, Telefónica UK and Germany have empowered their customers by providing visibility of real-time network capabilities and status checks. The operators now know, in real-time, exactly where customers are experiencing problems and can focus their efforts to improve the customer’s experience of the network, whilst simultaneously improving efficiency and reducing the load on its call centre function.

Since the deployment of SpatialBuzz’s software, Telefónica’s call centres have achieved network related call reductions of 49% on normal days, rising to 72% during major incidents. Overall, call centre efficiencies and cross-departmental communication have increased while customer frustrations have reduced.

“The way end-users want to interact with service providers, merchants and each other is changing so our solution helps simplify customer interaction processes, whilst allowing customers to remain in control of their lives,” said Leon Hardwick, Director, Global Sales & Marketing at SpatialBuzz. “Telefonica UK and Germany have proven with the deployment of SpatialBuzz, that the adoption of a more transparent approach to communicating the status and capability of the services an operator provides is a positive step to help retain and acquire customers.”

SpatialBuzz has already produced award-winning CEM solutions for Tier 1 mobile network operators and with new operations in Asia, North America and Latin America, it is one of the world’s fastest growing customer experience analytics and service monitoring companies.

For more information on SpatialBuzz’s initiative with Telefónica Germany, please view this video: http://youtu.be/F9O231nl2GY.