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.