PCCW Global, the international operating division of HKT, Hong Kong's premier telecommunications service provider, won the Users’ Choice Award and the Innovation Award : Operator for its excellence in customer service and innovation at the World Communications Awards held on November 29 in London.
The Users’ Choice Award, which recognizes excellence in customer care in business services, is particularly rewarding and is different from other award categories as entries are not judged by a panel. Instead the winner is decided based on extensive end user research carried out among companies in over 30 countries and more than 1,000 respondents participated.
The winner is the service provider that received the highest customer satisfaction index (CSI) score, which is generated based on an assessment of the survey responses to questions regarding levels of satisfaction with the product, value for money, and the level of customer support they received from their service provider over a 12-month period.
Ms. Janet Watkin, Chief Executive Officer of Ocean82 who conducted the research, commented, "PCCW Global won the hearts and minds of users due to the high level of positive customer experience reported compared to rivals. It appears that the consistency of performance across continents, including Africa, gave it the competitive edge. PCCW Global goes the extra mile in managing and supporting relationships."
‘GlobalView’, PCCW Global’s multi-award winning real-time, cloud-based, reporting tool for international roaming services, won the accolade of the Innovation Award : Operator for applying big data technology that allows mobile operators to better manage their understanding of roaming customers. The tools available in GlobalView allow operators to see different levels of data and can even assist in the design of targeted marketing plans, in addition to providing proactive support and improving the use of international services.
The judging panel were also impressed at how GlobalView demonstrated excellent, real-world examples of how mobile network operators can, and should, use big data to underpin innovative new services to provide a wealth of useful performance data associated with roaming subscribers.
A judge commented, "With GlobalView, PCCW Global goes beyond transporting traffic to delivering significant added value, ensuring roaming partnerships are optimised and subscribers benefit from a committed level of quality while travelling."
Mr. Marc Halbfinger, Chief Executive Officer of PCCW Global, said of the two awards, "These awards recognize the breadth and depth of our offerings and highlight an outstanding year for growth and innovation in the ICT industry. Together with our customers and partners, we strive to create a global telecoms market that is more dynamic, diverse and ready to serve high-performance applications by delivering new services and technologies that help meet the needs of constantly new end user demand. The team is very proud to be recognized for their work."
PCCW Global is particularly proud of the recognition that these latest innovations have received, as they form part of an ongoing programme of strategic development aimed at continuously enhancing its ability to deliver digital solutions globally whilst retaining all-out passion for service excellence. The integration of real time communication services is helping businesses of all sizes adapt quickly to the many changes taking place in what has become a very fast-paced and mobile-centric world.
Ms. Ronnie Klingner, PCCW Global's President of Mobility, Security and Digital Solutions, said, "We are delighted that our efforts and innovation have been recognized. To receive such high profile recognition for GlobalView is testimony to excellent teamwork at PCCW Global. We are now able to offer MNOs the opportunity to look at international roaming transactions from a business awareness perspective, which delivers added value as operators are now able to ensure that service connectivity with their roaming counterparts is maintained with quality wherever a subscriber may be."
Source: PCCW