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Z-mobile ramps up customer focus in Kosovo

Emerging Kosovan mobile service provider Z-mobile offers its subscribers tailor-made prepaid and post-paid services. The company, which entered the Kosovan market as a mobile virtual network operator (MVNO) in the beginning of January, has selected Nokia Siemens Networks to improve the intelligence of its services to increase customer satisfaction and speed up the implementation of new services.

“Our goal is to connect people without borders and limits,” said Milot Gjkolli, chief executive officer at Dardaphone, the parent company of Z-mobile. “To this end, we aim to grow our business across the region by adopting models conducive to fast and innovative service launches. We selected Nokia Siemens Networks as our partner due to its track record of understanding mobile phone users and by providing top notch services and customer care. We are confident that through this strategic partnership, we will be able to rapidly increase the quality of the services we offer.”

Under the scope of the five-year deal, Nokia Siemens Networks will provide consulting and system integration for a next generation intelligent network (NG IN) platform to support services sharply focused on Z-mobile’s business needs. The NG IN platform will provide solutions for Z‑mobile’s postpaid and prepaid billing and charging services, as well as interactive voice response (IVR) for automated voice or keypad navigation and customer relationship management (CRM) systems. The platform can be scaled efficiently and cost-effectively to meet the expected growth of Z-mobile’s subscriber base.

“The high demand for customizable services makes the Kosovan market both innovative and challenging,” said Dietmar Appeltauer, head of the central-east European region at Nokia Siemens Networks. “For Z-mobile to outdo the competition and grow its subscriber base, it must offer cutting-edge and future-proof services, targeted tariffs and calling plans, all backed by a strong customer relationship management system.”

The Z-mobile brand is owned by Dardaphone, which is a joint venture of the Devolli Group Corporation and the US-based C-Com Group.

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