Differentiating with Customer Care

Procera Networks provides network visibility and control across mobile and fixed broadband networks, transforming data into actionable intelligence for operators to make informed business decisions and improve the quality of subscriber experience.

For Net1, the key to maintaining high-quality service is to restrict the growth of new subscriber numbers and monitor existing subscribers carefully to ensure sufficient bandwidth availability. Net1’s Customer Care team is empowered by Procera’s Customer Care Insights - a network intelligence driven tool that provides an instant, single-user, network view. Customer care agents also use Procera’s unique LiveView interfaces to assist with real-time trouble-shooting.

This case study shows the deployment of Customer Care Insights has resulted in a 35% reduction in the average call handling time. It has also created a more streamlined and efficient onboarding process for customer care agents.

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