Thailand's DTAC Taps HP for OSS Platform

Hewlett-Packard (HP) has announced that Thailand based mobile network operator, DTAC is deploying its Next Generation Operations Support Systems (HP NGOSS) to reduce internal costs, speed delivery of revenue-generating services and improve service quality.

DTAC's decision to deploy HP NGOSS solutions was based on an analysis of its business and operational needs done with HP Solutions Consulting Services.

"DTAC's primary goal is to provide a rewarding experience for our 19 million customers, and HP is an important partner in that effort," said Tore Johnsen, chief executive officer, DTAC. "The HP blend of consulting expertise and software solutions is helping DTAC develop the NGOSS environment we need for our network and our customers."

When the HP NGOSS solutions are deployed, DTAC customer care agents are expected to be able to resolve 70 percent of complaints on the first call.

"Mobile operators like DTAC can drive down costs and improve quality of service with a highly automated OSS," said Erwan Menard, vice president and general manager, Communications and Media Solutions, HP. "With HP, DTAC can manage the customer experience proactively and achieve high levels of service assurance - in essence, solving problems before they occur."

HP Service Quality Management will be coupled with touchpoint, an offering from Dublin, Ireland-based Arantech, to help DTAC address problems even before a customer complains.

Posted to the site on 24th March 2009