Customer Experience Analytics
Using a big data platform, HUAWEI SmartCare® customer experience analytics solution offers Per Service Per User (PSPU) data analysis capabilities on the basis of correlating the data of the Business Support System (BSS) and the Operations Support System (OSS) in the telecom network. Based on the practice of customer lifecycle management, HUAWEI SmartCare® helps to identify and rectify problems in operators' network and service processes, improve customer satisfaction and Network NPS, reduce churn, and discover new business opportunities.
Customer Value
Leverage PSPU Data for Customer Segment (user/service/device/location) for CSPs’ Precision Marketing
Multi-dimensions customer segmentation based on O+B data analysis capability to help CSPs increase marketing campaign success rate, enhance business.
CEI Analysis Based on Customer Journey
Mapping customer use journey, manage all customer experience indices by subjective + objective association modeling, CEI and CSI (Customer Satisfaction Index) correlation rate of 87%.
Manage Network NPS, and Identify Potential Detractors Through Network NPS Model.
Estimate every customer Network NPS, identify potential detractors with network root cause to improve network NPS.
OSS+BSS Association Analytics, Better Retention Result Due to 4 Months Early-churn Predict Model and with Root Cause Identification.
OSS+BSS big data analytics, 4 months early churn prediction reduces retention cost and improve retention success rate.
Technical Topics
NPS Analytics
NPS Analytics
Use OSS+BSS and NPS survey data to predict per user’s Network NPS through big data analytics capability, help CSP improve Network NPS by potential detractor retention.
CEI Modeling
CEI Modeling
Mapping customer use journey, manage all customer experience index by subjective + objective association modeling.
Churn Analytics
Churn Analytics
OSS+BSS association churn analytics, better retention result due to 4 months early- churn prediction model and with root cause analysis.
Marketing Campaign Support
Marketing Campaign Support
Leverage PSPU data for customer segmentation (user/service/device/location/etc.), help CSPs to improve marketing campaign success rate and monetization.
Related Solutions
N&SQI Solution
N&SQI Solution
The N&SQI (Network and Service Quality Improvement) solution aims to provide superior network service experience and thereby enhance the Operator’s brand image.
Service Operations Center
Service Operations Center
HUAWEI SmartCare® SOC Solution enables to help CSPs transform from network centric operations to user centric service operations.
Related Products
Huawei CWR@Digital
CWR is a solution that enables digital transformation of mobile network operations. It helps carriers digitize E2E network planning and optimization process, driving digital transformation of network operations and achieving precise investment and value-oriented operations.
Network Optimization Service
Improves GSM/UMTS/LTE network performance, improves network resource utilization, resolving network problems such as call drop, resource congestion, handover failure, access failure.
Service Quality Management
SQM E.O.T is the main product supporting SOC solution which provides one-stop service quality management solutions, helps operators transformation from network-centric operations to service-centric operations.
Customer Experience Assurance
Helps to identify and rectify problems in operators' network, update service processes, target customer satisfaction improvement, help discover new business opportunities, and deliver proactive customer care.
SEQ Analyst
As a customer experience management platform, SEQ Analyst uses big data analysis to manage service quality and network performance, handles customer complaints and supports precision and real-time marketing.
Related Video
News
- Huawei Announces the Industry’s First Customer Experience Transformation Center Enabling Experience Centric Operations
- Huawei SmartCare Use Cases, Bridges Inter-Departmental Customer Experience Management
- Huawei: For Superior User Experience, CEM Must Shift From Network-centric to User-centric Approach