Case Study

ATOS

A more proactive approach to resolving global customer line quality issues.

 

Spearline

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence.

 

About Atos

Atos is a global leader in digital transformation with 105,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos operates under the brands Atos and Atos|Syntel. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

The Challenge

As part of their voice services delivery and support services, Atos provides a global interaction help center for their customers. One way to access the interaction center is via local access numbers located in over 70 countries.

Atos has an extensive telecommunications network involving multiple entities including contact centers, global carrier partners and in-country carrier partners meaning it can be difficult at any point in time to pinpoint the exact source and cause of a service interruption.

Prior to working with Spearline, the occurrence of a service interruption event could go undetected for some time. In most instances, the first time Atos became aware of an issue was when one of their customers got in contact to inform them that they were unable to access a support number.

In addition, Atos had no access to objective audio quality data to determine the exact call experience of their customers.

Finally, the process of opening tickets with their providers in response to service interruption events was manual and time consuming leading to longer MTRS (Mean time to restore service) times.

The Solution

Atos began using the Spearline Voice Assure product in 2019 to monitor the globally-distributed access numbers for one of their customers and they now offer the service as a standard for other global customers.

Atos primarily uses Spearline to automate the monitoring process, with multiple test calls scheduled daily to each of their customer access numbers, from in-country fixed lines (replicating their customer experience). Spearline issues Atos and their global carrier partner with real time alerts in the event that a service interruption event is detected. The Spearline Voice Assure Realtime product is also utilized to confirm if newly provisioned numbers are reachable.

Spearline has been a tremendous partner, enabling us to provide more proactive early detection services associated with international line incidents that enables a more proactive approach to resolving customer line quality issues in various countries throughout the world.

Stamatios Papadatos, CCS NA IT Telecom Lead Architect at Atos

 

Benefits

  • Early detection of service-impacting eventsThrough automated daily monitoring of their contact numbers with Spearline, Atos now ensures it is ahead of any customer complaints, improving overall customer experience and satisfaction, as any problems identified are resolved quicker.
  • Automated incident managementSpearline issues real-time alerts directly to Atos’s global carrier partners if any problems are identified.  Alerts include CDRs (call detail records) of failed calls for faster troubleshooting and issue resolvement.
  • Reduction in MTRS timesAtos now have an average saving time of 30 – 45 minutes per incident reported, by streamlining the alerting process on the front end.
  • Access to objective audio quality statisticsThis data has enabled Atos to set a minimum acceptable audio quality threshold as part of their SLA’s with their carrier partners, thereby improving the Atos service promise to their customers.

 

A final word

According to Stamatios Papadatos, CCS NA IT Telecom Lead Architect at Atos,

Spearline has a commitment towards innovation, and continuously improving their services, by enabling us to automatically send our major incident alerts to our respective carrier to avoid any unnecessary delays with the incident management process.

Find out more about Atos at www.atos.net

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