Mobile internet, OTT players, and Social Networking are challenging the traditional telco business and accelerating the emergence of new business models that makes operators more agile, deliver superior customer experience and reduce costs. Customer Experience Management is recognized as a key differentiator for CSPs to remain competitive. Many telecom operators are embarking on transformation towards customer centricity. Closed-loop resolution, big data analytics, multi-channel journey experience, and enterprise customer assurance are essential in delivering a true E2E Customer Experience.
HUAWEI SmartCare® CEM manages experience across the customer lifecycle by associating QoE, service quality and network performance and creates customer centricity, superior experience, and efficiency.
HUAWEI SmartCare ® CEM Solution includes:
1、User Centric Service Operations Center(SOC) solution is based on CPPP (Criteria, People, Process, and Platform) , which serves as the driving force of CEM for operators to:
2、The Network & Service Quality Improvement (N&SQI) solution fine-tunes the network, maximizes network resource utilization, and improves the user experience of voice and data services by:
3、Customer Experience Analytics (CEA) solution enables Carriers to improve customer satisfaction, explore new business revenue opportunities, and reduce customer complaints. Some of the salient features of CEA are:
HUAWEI has launched Customer Experience Transformation Centre (CETC) in Shenzhen, China to help build the CEM ecosystem, enable verification and validation of closed loop business targets and business value, and to help operators realize the user-centric operations transformation.
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