Optus upgrades mobile chat support

Singtel-owned Optus has signed a deal with global customer service desk [24]7, which will provide Optus customers live support, seven days a week, via a click-to-chat app.

Optus uses the [24]7 Assist support chat platform for laptops and desktop PCs [pdf].

This service, according to [24]7, utilises "big data analytics" to predict a customer's issue and provide "real-time decision support making abilities".

Optus has now contracted [24]7 to provide a mobile app variant of [24]7's Assist chat platform.

Optus managing director of consumer sales Rohan Ganeson said in a news release that he believes it will help the telco increase customer satisfaction and deliver "innovative technology for customer service".

[24]7 services customers via delivery centres based in Bangalore and Hyderabad in India, as well as in Guatemala City in Guatemala, Central America.

Its Australian presence is limited to a sales office in Sydney.

Optus has not responded to a request made 24 hours ago by iTnews as to whether, on that basis, [24]7 is geared up to provide any support from Australian call centres.

Update 23/7/2014: A spokesperson for Optus claims the information in the original media statement was incorrect.

The deal is an upgrade to Optus’ existing mobile app and provides so-called "smart chat capability" such that allows Optus representatives can send information to customers’ phones, while they are on a phone call. 

The spokesperson stressed that there will be no job losses at Optus Australia as part of the deal, and the service will be delivered locally.