Mobile net service to bypass call centres

A US software company has launched a new product in the UK which it said will improve the quality of customer care service for mobile phone users.

Netonomy's MyTel.com system is aimed at empowering the mobile phone user to manage their own accounts on the internet, cutting out the hassle of calls to customer service centres.

The technology provides an electronic communication channel between the service provider and their customers. Customers will be able to access their account details via the internet on a Wap phone, then log and track fault calls, check bills and change tariffs on a 24 x 7 basis.

According to Netonomy, MyTel.com enables service providers to develop closer relationships with their customers and strengthen loyalty. The self-service model means telcos can reduce costs while improving customer service.

John Ball, Netonomy's chief executive, said: "The quality of the customer service is so often the deciding factor in the selection of a supplier. Telecom companies are now more than ever focused on customer care, and our system helps to improve their services while at the same time increasing their revenues and reducing their operating costs."

The company has agreements with Belgian mobile phone carrier Mobistar (a subsidiary of France Telecom), Telecom Italia and Bouygues Telecom in France. It said it is "actively pursuing" UK operators to implement its technology.

John Hughes, chief operating officer at Netonomy, said: "We hope to talk to all the usual suspects and many others. We are eyeing about 25 to 30 prospects."

Netonomy has partnered with Sun Microsystems, Cap Gemini, Ernst & Young, PricewaterhouseCoopers and TIBCO Software to create its technology.