At the Mobile World Congress (MWC) 2014, Ericsson today said that TeliaSonera has selected an Ericsson Customer Experience Management (CEM) solution.
The new CEM solution will enable TeliaSonera to address subscribers’ demand for better service quality and user experience by proactively and more efficiently resolving customer experience issues with regards to network quality and customer support, said Ericsson at MWC 2014.
Ericsson studies reveal that consumers judge telecom operators according to their standards of service and support, loyalty-building initiatives, and billing and payment services. Improved network performance is vital for ensuring subscriber loyalty among smartphone users, and provides operators with a significant competitive advantage.
Ericsson’s Customer Experience Management approach includes both reactive practices designed to handle particular network incidents or customer issues and resolve them in a timely manner, and proactive practices intended to prevent service quality deterioration so as to avoid users being affected.
Carl-Magnus Hallberg, head of Mobility Technology Solutions at TeliaSonera, said: “We are proud to become one of the first operators to deploy this solution which provides an innovative tool for improving the quality of our services and networks as well as proactively enhancing the quality in our customer support.”
