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According to the company, the new application will enable T-Mobile to provide its customers with a more intuitive, user-friendly experience, allowing them to automatically resolve common problems. T-Mobile customers can now address such issues as diagnosing and repairing configuration problems, along with making account and billing inquiries - all on their mobile phones. Pilots and trials in both the U.S. and Europe have proven customers' preference for on-device self-service.
"T-Mobile works toward delivering exceptional service to every customer, every day," said Warren McNeel, vice president of product development at T-Mobile USA. "Nuance Mobile Care gives us the ability to provide a superior customer service experience and offers our customers an easy way to learn about and use advanced services, right from the screen of their phone."
"The growing complexity in devices and data service technologies has made it challenging for wireless operator customer support and made it more difficult for subscribers to discover beneficial services," said J. Gerry Purdy, Ph.D., vice president and chief analyst, Mobile & Wireless Communications at Frost & Sullivan. "Nuance Mobile Care represents an excellent solution for T-Mobile that enables their customers to solve - right on the device - many of the common problems they encounter, from checking their account balance and paying bills to upgrading their data plans and setting up email."
"T-Mobile is known for its great service, which reflects the company's ongoing commitment to meeting the needs of their customers." said Mikael Berner, vice president and general manager for Nuance Mobile Care. "With our Mobile Care solution, the bar has been raised for quality customer service, helping companies reach the next plateau in customer satisfaction. Devices can now solve problems and answer questions more quickly and easily than ever before."
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