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Telefónica Brazil, the largest broadband provider in South America with more than one million DSL subscribers, was the first provider in the region to roll out automated support capabilities to subscribers. Based on Motive’s High Speed Data FAST solution, “Speedy Assistant” helps subscribers solve service issues quickly using Web- and phone-based automation capabilities. The technology also shortens call handle times by giving customer service representatives the tools to diagnose and resolve problems more effectively.
With Motive, Telefonica Speedy subscribers are able to solve support issues and manage their service experience themselves without making a support call or having a technician visit the home. When assistance is needed, the technology helps call center agents quickly pinpoint the cause of subscriber problems and provide the most effective resolutions.
