Nokia Siemens Networks has launched a Facebook app that operators can use to allow people to personally manage their fixed and mobile telecoms services. In a statement on Thursday, the company said the new app enabled customers to check their balance, browse and buy special offers and subscribe to services. In addition, customers can share their experience across their social network and get rewards for recommending services to friends. The app aims to offer an improved service by allowing operators to engage with customers where they spend their time online. "The beauty of the Facebook app is that it engages with people on their preferred social networking site," Head of Business Support Systems, Nokia Siemens Networks, Mr. Rick Centeno."People spend more time on social networks than individual websites. With this Facebook app, Nokia Siemens Networks helps operators to connect with people in a familiar setting where they already spend their online time. It takes self-care to a new level," he added.An April 2011 research report from Ovum, Defining the Rules of Engagement for Customer Service in Social Media claimed that "social media represents a significant opportunity for enterprise customer service.""Nokia Siemens Networks is presenting a refreshing end-to-end vision of how CSPs can better meet their customers needs through self-care, while also reducing their costs and becoming more commercially agile", Research Director and founder, Telesperience. Teresa Cottam, said. "Weve seen other companies articulate parts of this vision, but few othersif indeed any otherscan deliver this in its entirety today."For operators that delivered a superior customer service, Nokia Siemens Networks Facebook app can amplify and publicise genuine leadership.People who share their experiences with friends, and also recommended services, can benefit from special rates and incentives from operators. Friends benefit from recommendations that helped them to evaluate which service package would best suit their needs. The app can also provide instant access to account information such as prepaid and postpaid balance, recent call duration, cost and contact detailsall within the familiar Facebook site. "This first social network integration will enrich a wide range of existing operator processes such as convergent charging, self-care, campaign management, business analytics and customer experience management to improve customer experience in a very efficient way. The integration is based on Nokia Siemens Networks modular charging engine and integration framework," Centeno said.The application enhances Nokia Siemens Networks range of self-care portals - share@once - that facilitate direct interaction between operators and customers.
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