Nokia Solutions and Networks (NSN) has upgraded its Customer Experience Management (CEM) offering with new features that assist telecom operators to better profit.
The new release includes Net Promoter Score (NPS), CEM Umbrella Solution, Customer Experience Index and Device Portfolio Analyzer, NSN said.
The new CEM solutions will assist telecom operators to instantly assess customer loyalty. Telecom operators will benefit from a near real-time view of the factors behind their customer loyalty measure such as Net Promoter Score (NPS).
This allows mobile operators to identify likely detractors and pinpoint causes of dissatisfaction. As a result, telecoms can ensure better profitability, NSN said.
This apart, NSN is also releasing a CEM Umbrella Solution for a customized overview of customer experience across an operator group’s countries or regions, and Device Portfolio Analyzer that delivers feedback on how specific smartphones and other devices are trending for optimizing the device portfolio.
NSN Services can now tune the Customer Experience Index to provide operators with a near real-time view of their customer loyalty rating, such as NPS, and the key performance indicators affecting loyalty. The same insight can be integrated into other CEM on Demand content packs. This enables telecoms to take the right actions to shift customers from a detractor rating to passives and on to being promoters.
The other CEM solution from NSN is the NSN CEM Umbrella Solution, which provides an integrated and customized view of the customer experience across their countries or regions. Large groups will benefit from increased profitability through benchmarking and replicating best practices, improving roaming agreements and enhancing device procurement contracts.
NSN’s Device Portfolio Analyzer shows trends in device models, the migration patterns to and from specific device models, and the distribution of devices, allowing operators to be more efficient in device procurement deals and to streamline their portfolio.
The company said operators can also use it as an umbrella system to benchmark devices across multiple device management deployments spanning markets, regions or countries. Device Portfolio Analyzer enables third party applications and systems with real time information.
