Nokia Networks unveils ways to maximize CEM value and boost care #NetworksPerform
CEM Office service brings industry best practice to help operators extract full value from CEM deployments
Preventive Complaint Analysis cuts network-related calls to care centre by 38%, Reporting Suite for Care makes technical support 30% faster
September 9, 2014
Espoo, Finland – Nokia Networks launches new services to enable mobile operators to maximize the business value from Customer Experience Management (CEM) and reduce the number of calls to Customer Care, as well as a solution that simplifies operations and speeds up customer care.
CEM Office service brings dedicated Nokia Networks experts to operator premises to systematically support the selection, implementation and success measurement of proven CEM use cases, built on the company’s extensive experience from customer deployments.
The service also defines an efficient governance set-up to share information and align improvement actions across the operator departments for a more customer-focused organization. The CEM Office is an enhancement to Nokia’s CEM Services Suite.
“Our portfolio for Customer Experience Management is built around use cases, and we continue to innovate in this space together with leading operators,” said Balazs Bakos, head of CEM Services, Systems Integration at Nokia Networks. “Results such as being able to identify 200.000 additional subscribers for a 3G up-sell or increasing network availability by 20% at an individual cell level, are all tangible results from our projects. This gained know how is translated back into our offerings, all of which the CEM Office service will help to deliver, working side by side with our customers.”
Nokia Networks also introduces the Preventive Complaint Analysis service, which uses offline data mining to see how customer complaints correlate with network performance. The service identifies the linkage based on which operators can optimize mobile networks, improve customer experience and satisfaction, and reduce the number of calls to the customer care centre. Preventive Complaint Analysis complements Nokia’s existing CEM on Demand customer care offering.
In a recent project for a tier 1 Chinese operator, the Preventive Complaint Analysis service helped achieve a reduction of 38% in network and service originated customer complaints, as well as a 66% improvement in related 1st call resolution over a 1-year measurement period. The service is now gaining traction with other operators in Europe, Asia and Africa.
To further strengthen its offering for customer care, Nokia Networks is enhancing it’s Nokia Performance Manager with a new Reporting Suite for Customer Care which allows operators to resolve network related issues 30% faster than before, as proven in a recent customer case. The solution collates a variety of real-time and historical data, including trouble tickets, network alarms and key performance indicators (KPIs). The resulting overview is then presented on a single dashboard that enables customer care technical support to more quickly pinpoint and resolve network issues.
View www.nsn.com/performance to follow the latest launches, watch a short video and sign up for webinars. Starting September 12, we will share new customer cases to show real world network performance. The 15-minute cases are available to view on-demand or download as a podcast.
Customers, press and industry analysts are welcome to visit Nokia Networks’ permanent meeting room 203 during Super Mobility Week by CTIA in Las Vegas, U.S.A., September 9-11.
For more information on how Nokia Networks offering can improve operator profitability and customer satisfaction follow this link. To share your thoughts on the topic, join the discussion with @nokianetworks on Twitter using #networksperform , #CSPCX and #BSSOSS. For expert insights, visit our blog.
About Nokia Networks
Nokia invests in technologies important in a world where billions of devices are connected. We are focused on three businesses: network infrastructure software, hardware and services, which we offer through Nokia Networks; location intelligence, which we provide through HERE; and advanced technology development and licensing, which we pursue through Nokia Technologies. Each of these businesses is a leader in its respective field.
Nokia Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly. www.nsn.com / http://company.nokia.com/