Prompt

You have not logged in or are not authorized£¡

Customer Experience Management

Customer Experience Management
Huawei believe in a holistic approach to CEM. Utilizing the Customer Experience Lifecycle together with objective/subjective metrics association we accurately determine all users’ perceived experience. With this insight, our solutions can help Telcos to successfully transform their operations to realize the full benefits of CEM.

Customer Experience Management has become a hot topic amongst Communication Service Providers nowadays. With the increased adoption of Smartphone and exponential growth in data services traffic, operators need to not only focus on traditional network KPIs but also cope with challenges of providing better quality and assurance for E2E services spanning across the entire customer lifecycle. HUAWEI SmartCare® CEM adopts holistic approach in offering multiple solutions for Customer Experience Management to operators based on overall understanding of the network, such as Network & Service Quality Improvement Solution, User Centric Service Operations Solution and Customer Experience Consulting. In collaboration with TM Forum, Huawei has developed Customer Experience Metrics and global best practices for Service Operations Centre. Huawei is devoted to assist the operators in achieving business excellence.

Related Success Story

China Unicom Shandong has optimized its end-to-end network through an innovative and proactive approach to user perception, which has yielded rapid subscriber growth and a sterling reputation for QoE.
Five months after declaring that its LTE network would soon be deployed, TeliaSonera, assisted by Huawei, announced in June 2009 the world's first mobile broadband Internet connection over a live commercial LTE network.

Related Article

Customer experience management (CEM) is an area of interest in telco, but a lot of vendors have simply repackaged or made incremental upgrades to older solutions so that they can be sold as CEM. A ground-up rethinking is needed if the benefits of CEM are to come to pass, and Huawei has one – SmartCare.
During the Formula One event in Monaco, keeping up with the traffic surge is tough, but with Huawei in the pit crew, Monaco Telecom comes in first place.
Success can only be assured with a holistic CEM approach. This means implementation with an understanding of the entire customer experience lifecycle, incorporating the voice of the customer.