Research into interactive multimedia customer services on demand for the commercial environment

A research group at the University of Salford is involved in an EPSRC-funded research programme in collaboration with NORWEB Communications, investigating how modern telecommunications and multimedia systems may be used to enhance a company´s customer service provision. To improve customer services, this new research project has focused on: (1) providing customers with accurate and detailed accounts in a format of their choice; (2) offering greater flexibility to customers with account information on demand, in addition to regular statements; (3) increasing the accessible time, so customers can resolve their problems at a time most convenient to them; and (4) ensuring quality, so that the customers get the right information, first time, every time. From the company´s perspective, it must be demonstrated that these services can be delivered with a cost-effective market edge. Our hope is to provide access from every home or business to local, regional and, ultimately, national companies directly. This could be achieved via a customer access unit connected to NORWEB´s power line communications network