CIQUAL secures Shanghai Unicom as its 1st Chinese customer

CIQUAL are pleased to announce Shanghai Unicom has chosen the CIQUAL Session Insight solution to deliver best-in-class Customer Service to its Mobile Data customers. The Cloud-based system will be used by the Customer Service department at Shanghai Unicom to resolve Mobile Data performance issues for Laptop and Smartphone customers who call the Call Centre.

“Securing our first project in China is a major milestone for CIQUAL”, commented Tom Walls, CIQUAL CEO. “Shanghai Unicom have identified that the Call Centre is the key to delivering improved Customer Experience when the customer needs it most”

CIQUAL partnered with SIMTEC, a local System Integrator, to successfully deliver the system to Shanghai Unicom.

CIQUAL specialise in providing Mobile Operators with real time knowledge and end-to-end visibility of the customer experience of Mobile Broadband. Customer service teams who use CIQUAL solutions gain a 20% reduction in average call handling times in the Call Centre and 50% reductions in mean-time-to-restore service. In addition, CIQUAL provides Customer experience and Competitive benchmarking for Marketing, Operations and Quality departments.