SmartAgents delivers a fast return on investment by bolstering the contact centre and 2nd line’s ability to handle network quality issues, improving resolution times and dramatically reducing the need for further technical escalations.
SmartAgents is a web-based GIS toolkit designed for non-technical support teams. It provides a simplified, real-time view of network operations by transforming key BSS/OSS data, such as tickets, faults, planned maintenance, KPIs and crowdsource insights, into a clear snapshot of live network health. This enables front-line agents and 2nd line support to handle queries confidently without the time-consuming process of fulfilling inter-departmental requests for information.
With SmartAgents, communications can be centrally managed and aligned across all digital channels, from contact centres and chatbots, to IVR lines, websites and apps. Customers receive consistent, accurate messaging during outages or service disruptions, reducing confusion and lowering inbound contact volumes.
The platform also allows customer service and experience teams to log, track and analyse customer complaints, surfacing trends and identifying recurring issues. These insights support proactive interventions and can even feedback into the ‘live network status’ algorithms.
By giving agents access to accurate, real-time intelligence, SmartAgents improves first-contact resolution, lowers complaint volumes, reduced internal escalations and minimises social media backlash, delivering a leaner, more responsive support operation and easing pressure on engineering teams.
Transform a rich blend of crowdsourced, network and location data into easily accessible and actionable information
Eliminates the time-consuming process of fulfilling inter-departmental requests for information
Reduce the number of internal technical escalations by 50% in the first year
Provide premium customer support when it matters most - during outages and large service disruption
Improve key performance stats including FCR, CHT, Network NPS and more
Utilise Metricell's vast integration experience to make the most of your key datasets
