Hong Kong – 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 in London.
The Users’ Choice Award, which recognizes excellence in customer care in business services, is particularly rewarding and is different to the 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.
‘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.
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.
