Large Norwegian electricity and telecommunications provider, Lyse Energi AS, buys intelligent custom

Dezide has signed a contract with the Norwegian electricity company, Lyse Energi AS, to implement Dezide’s Advisor solution to optimize Lyse’s customer service. The project has started and will proceed over the next half year.
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AALBORG, Denmark - June 17, 2013 - PRLog -- The purpose with the project is to optimize Lyse’s customer service by utilizing the Dezide solution for better self-service as well as better process and workflow control for customer service advisors.

Dezide’s solution will be used with Lyse’s end-customers as well as with Lyse’s subsidiary company, Altibox, and associated partners, selling telecommunications services (Internet, ip-tv and ip-telephony).

In addition Dezide’s solution will be utilized in Lyse’s contact center with approx. 300 advisors using the system simultaneously. The purpose is to structure and optimize the many processes and workflows that are used on a daily basis by the advisors – and increasingly automate parts of these processes using Dezide’s ability to import and change data in other IT systems.

Lyse Energi AS is Dezide’s first customer in Norway and hence an important step into this Nordic market.

The overall goal is to reduce the average call handling time for the contact center by increasing efficiency and automation, reduce the call volume due to better self-service and increase quality due to more cases solved in the first call.

The Dezide system will be closely integrated with other enterprise IT systems such as the Oracle Siebel CRM and BI systems.

John Aage Tisløv, Analytical Manager, Lyse, says, ”One of the important goals in our strategy plan for 2020 is to develop a very good reputation and associated customer satisfaction. Customer service is essential to create customer satisfaction. Creating a high customer satisfaction demands simple and forward-looking customer service tools. Dezide has been selected as vendor to ensure customer service of the best quality.”

About Lyse Energi AS
Lyse Energi AS is a Norwegian electricity and telecommunications company owned by 16 municipalities jointly. Lyse Energi AS was founded more than 100 years ago. Lyse Energi AS has approximately 1000 employees and revenues of 6 billion NOK. Lyse is very focused on customer satisfaction and recently won the award of best Norwegian customer contact center in broadband 2012, according to TNS Gallup’s independent review.

About Dezide
Dezide is the leading vendor of intelligent knowledge management systems to optimize customer service processes, based on guided troubleshooting. Our solutions work across a range of platforms (online, offline, mobile, apps, etc.) and offer one central knowledge base for many channels. Our troubleshooting technology is efficient, flexible and self-learning and can be automated by importing data with information about the customer or the faulty product or system.

Dezide has customers in many countries and headquarters in Aalborg.

See more at: http://www.dezide.com.

Facts about the Dezide solution
Dezide’s technology is called Bayesian Networks and is a modern type of artificial intelligence where probabilities are continually calculated on the possible root causes and potential solutions, based on the information received from the user and in an automated way as sensor data and alarm codes from other systems. This information is then used to calculate and suggest an optimized sequence of questions, tests and solutions that can reduce time and cost as much as possible. The system is also able to learn over time and can therefore improve itself in an automatic way as it learns the typical causes of problems and the best solutions for them.
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Tags:Troubleshooting Guide, Bayesian, Artificial Intelligence, Automation, Knowledge Management
Industry:Energy, Telecom
Location:Aalborg - Nordjylland - Denmark
Subject:Projects
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