This blog is by Mikko Hietanen from Nokia Siemens Networks.
By 2020, mobile users will each account for 1 GB of traffic per day. And already now, there is a massive number of smartphones out there, all accessing Facebook, Twitter, YouTube and email at the same time. In fact, many of our operator customers tell us that they are working hard to understand what is happening when their network performance seems to be perfectly fine, but customers still seem to have something to complain about.
This is one topic we cover in the second webinar in our #1GBperday$ series: “CEM – Focus on what matters most”.
In the webinar, I show some of the most recent enhancements to our CEM on Demand offering with new software content packs and services. With the new offering, operators can gain one view to customer satisfaction, revenue, device and network performance, all through the same portal, for the whole organization.
When the entire organization has the same visibility to the same information, they also make decisions more quickly. And when they have a one view to both network performance and customer experience, operators can quickly identify any issues subscribers experience, and prioritize improvements based on customer and business impact. This way, operators can bridge the gap between customer satisfaction and network and service performance.
Next up, my colleague Rajesh Khanna shows how our recently launched Service Operations & Management solution combines the extensive intelligence built in our CEM software, deep carrier-grade systems integration and solutions capabilities, and strong operations experience from Managed Services expertise. He also highlights how the solution can be provided from the world’s first vendor-operated Service Management Capability Center (SMCC) in Noida, India, which is ready for proof of concept work with customers. Benefits for operators include fewer service complaints, which cuts troubleshooting costs, and improved customer perception, which reduces the risk of churn. It also speeds up service launches and drives higher service revenue.
An on-demand version of the webinar is available online. Simply click here to see how our new capabilities and advances in Customer Experience Management help operators improve end-to-end service performance and use deep insight for targeted and prioritized actions to improve profitability. You can also access the other two webinars in the #1GBperday$ series: Liquid Net: Get the max from your network and CEM for Liquid Net: Optimize for all the right reasons.
More information about Nokia Siemens Networks events and webinars here.