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.”
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