SmarTone partners with Infovista to elevate customer experience

SmarTone partners with Infovista to elevate customer experience

SmarTone, the Consumers’ No.1 Best Preferred 5G Network in Hong Kong, has successfully transformed its customer experience and network performance by implementing Ativa – Infovista’s cutting-edge automated assurance solution – across its 3G, 4G, 5G and IMS network.

SmarTone says it chose Ativa for its comprehensive assurance capabilities and future-proof technology – highlighted by its cloud-native, virtualized and open architecture.

SmarTone required a solution that not only empowers them to elevate the quality of service and overall customer experience but also drive daily operations with a customer-centric approach.

Ativa, said SmarTone, provided the data intelligence necessary to optimize and scale their business.

The Ativa solution by Infovista has equipped SmarTone with enhanced monitoring and troubleshooting capabilities, offering valuable insights into voice and data, including intelligence on OTT applications delivered over mobile and 5G FWA (Fixed Wireless Access) broadband.

Its flexibility has facilitated the delivery of customized solutions aligned with SmarTone’s specific requirements, while its support for Open APIs has enabled seamless integrations with third-party systems, ensuring a smooth export of data and analytics.

Infovista’s solution has transformed SmarTone’s troubleshooting, enhancing their service and customer experience.

SmarTone reports ‘tangible benefits’ in the implementation of Ativa, with the solution being ‘instrumental’ in reducing Mean-Time-To-Repair (MTTR), minimizing trouble tickets and significantly improving overall Customer Experience (CX), Net Promoter Score (NPS) and customer retention rates.

Moreover, SmarTone says the solution has optimized team efficiency by reducing time and effort spent on operational processes.

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