Customer Experience Management
As telecom operators go through the digital transformation process, omni-channel experience management has become a hot topic. Each customer has a different persona which leads to a different customer experience journey throughout the customer’s lifecycle; by integrating a variety of data sources, Huawei is able to help operators gain insight into their omni-channel experience problems and ensure consistent experience.
Our Consultancy, Analytics, and Platform (C.A.P. ) approach to CE gives Huawei a unique framework with which to understand operator’s need to protect their investment in BSS&OSS and big data whilst helping Huawei to committed to become Primary System Integrator (PSI) in the field of Customer Experience Management.
Huawei is committed to maximize the value of customer experience insight, whether through analyzing network experience, service experience, interactional experience or the customer’s personal experiences within our customer experience management solution.
Huawei fully understands the importance of improving the operators network quality ranking and the numerous subsequent benefits to customers satisfaction from our years of experience working on network optimization projects. Huawei believes that the operator must look beyond improving just the customer’s voice and data services experience by switching their organization to become user-centric. This is where Huawei’s consultancy is committed to help operators transform through a combination of organizational, technology, people and process best practices.
Customer Value
Service Operations Transformation
Builds SOC (Service Operations Center) based on C.P.P.P. (Criteria, People, Process, and Platform) and helps CSPs realize E2E visualization of customer experience management.
High-Quality- Network Brand Construction
Fine-tunes the network, maximizes network resource utilization, and improves the user experience of voice and data services.
Customer Experience Transformation
Explores new business revenue opportunities, predicts network risk, identifies and rectify problems in operators' network and service processes based on customer experience contact points.
Technical Topics
Optimizing user experience with openness: HUAWEI SmartCare CEM
Optimizing user experience with openness: HUAWEI SmartCare CEM
Customer experience management helps improve operation and maintenance (O&M) efficiency to give a better customer experience and create a new revenue source for telcos by monetizing this experience.
Related Solutions
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
HUAWEI SmartCare® SOC Solution enables to help CSPs transform from network centric operations to user centric service operations.
Customer Experience Analytics
helps to identify and rectify problems, improve customer satisfaction and Network NPS, reduce churn, and discover new business opportunities.
Related Products
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 Information
News
- Huawei Announces the Industry’s First Customer Experience Transformation Center Enabling Experience Centric Operations
- Azerbaijan Mobile Operator Bakcell to Deploy Huawei SmartCare® CEM Solution
- Huawei Global Services to Lead Industry Transformation into Value Creation
- 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