Vodafone updates on network upgrade

Stuart Corner
Wednesday, 09 November 2011 12:16

IT Industry - Strategy

Vodafone says it is upgrading its mobile network at the rate of 60 sites per night and expects to have 1500 hew 850MHz sites and new equipment at 8000 existing sites by mid 2012.

So far it is installed 900 sites in its new the 850MHz network and has replaced equipment at 2,000 sites. In February this year Vodafone awarded Huawei a contract to replace all 8000 base stations in the existing Vodafone and 3 networks and install an overlay 850MHz network. LTE capable equipment is also being introduced as part of the network upgrade (Huawei claims that its technology is ready to operate in LTE mode).

As a result of the upgrade, Vodafone claims that, in metropolitan areas the average 3G dropped call rate is down to 0.5 percent.

It says: "Service improvements are also now well bedded down including: 24/7 Care; a call back service for customers when wait times are longer than three minutes; extended support times for support via Twitter and Facebook; a new customer forum for support and answers; an enhanced coverage checker to check coverage by postcode; first point resolution for store staff to resolve customer issues quickly, and a customer concierge service in stores to direct customers to the best staff member."
 
Vodafone is also introducing a new customer contact system. 'One Connect' that, it says, "will continuously monitor all service channels (including Vodafone's contact centre, Twitter and Facebook accounts and Vodafone's eForum) and then route the enquiry to the customer service representative with the best skill to respond." It is based on technology from Genesys and is due to go live in March 2012.