Telecom Lead India: Nokia Siemens Networks (NSN) is enhancing its customer experience management (CEM) portfolio with support for LTE / 4G.
Nokia Siemens’ new CEM capabilities – that will help wireless operators ensure that their LTE customers enjoy the best service quality — will be commercially available in June 2013 as a stand-alone package or upgrade.
Operators such as Rogers Communications in Canada, among others, will benefit.
CEM is a vital tool for the mobile industry, since LTE, the next generation wireless technology, is capable of speeds that are about four times faster than HSPA+ with peak potential download rates of up to 150 Mbps.
In Q4, 2012, Rogers Communications’ wireless data revenue grew 21 percent which, combined with a continued slowing in the rate of decline of voice ARPU, helped drive a 2.8 percent increase in blended ARPU. Wireless data revenue of Rogers Communications now comprises 42 percent of wireless network revenue.
Deployment of CEM will further enhance data revenue.
Lassaad Essafi, head of Customer Insight and Experience, Nokia Siemens Networks, says its innovations in CEM give operators a clear view of their subscribers’ experience and proactively address problems related to service quality and customer experience in LTE networks.
According to Nokia Siemens’ Customer Acquisition and Retention Study, the likelihood to churn (change mobile service provider) in the US increased by 10 percent in 2012. Two out of five subscribers (40 percent) are considering a change of service provider.
In Q4 2012, Rogers Communications reported that its wireless recorded a continued reduction in postpaid churn on a year-over-year basis.
With Nokia Siemens’ Customer Quality Insight content pack, operators are able to drive LTE service adoption by focusing on specific user groups based on device capabilities and usage trends. This content pack provides insight about why LTE subscribers are still using 2G/3G services so that operators can identify prospective customers with LTE-capable devices and launch targeted promotional campaigns to proactively encourage them to upgrade from 3G to LTE before their previous non-LTE contract expires.
