Vodafone in CEM deal with Ericsson

A staff member poses with a mock oversized Vodafone Secure SIM card at the Vodafone booth at the CeBit computer fair in Hanover, March, 5, 2012. REUTERS/Fabrizio Bensch/Files
Telecom network operator Vodafone has decided to make investment in Customer Experience Management (CEM) across 22 countries.

Ericsson, which signed the CEM deal with Vodafone Group, says it will supply Ericsson Expert Analytics, a real-time, big data analytics solution to predict customer satisfaction, understand probable cause, and automatically take action to improve experience.

Ericsson Expert Analytics and CEM Consulting & Systems Integration help telecom operators realize the potential of actionable network and customer behavior insights. Ericsson offers productized use cases and technologies that span mobile consumer and enterprise services, as well as fixed-line and TV-focused offerings.

Vodafone can access insights on the desktops of key internal groups, including the service operations center, customer care and marketing.

In addition, Vodafone can trigger time-sensitive, closed-loop actions, resulting in improved customer experience. This functionality represents an advance over alternative approaches that require manual actions based on collected data.

Ove Anebygd, head of Solution Area OSS/BSS, Ericsson, said: “Vodafone undertook a rigorous evaluation process of CEM solutions to meet its global requirements. Ericsson is proud to be selected as Vodafone’s sole preferred CEM solution provider and we look forward to partnering on this important initiative.”

editor@telecomlead.com

Latest

More like this
Related

AI RAN investment plans: What leading operators are doing

Artificial Intelligence is increasingly becoming integral to Radio Access...

Deutsche Telekom taps IBM for AI-driven Patch Management with IBM Concert

Deutsche Telekom, a leading telecom and IT services provider,...

Benefits of Intel Xeon 6 for Nokia Core Network customers

Intel and Nokia have expanded their collaboration to enhance...

Why Buying a Partner Billing and Settlement Platform is Smarter Than Building One

The telecom ecosystem is expanding faster than ever. New...