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Nokia Siemens Networks adds depth to customer experience management

by david.nunes
Singapore – June 20, 2011
Nokia Siemens Networks adds depth to customer experience management
CEM 2.0 at CommunicAsia 2011 provides new opportunities, competitive edge for operators
Today, 66 percent of operators worldwide cannot access the data in their networks and IT systems to enhance their customers’ service experience*. Nokia Siemens Networks’ expanded customer experience management portfolio, CEM 2.0, helps operators fully utilize this data to improve the customer experience and their business results. Its full capabilities are on show at this week’s CommunicAsia 2011 event in Singapore.
“According to our own detailed study**, four out of ten high-value customers are dissatisfied with their current operators, and likely to switch operators in the next 12-month period,” said Shamir Shoham, head of product management for Nokia Siemens Networks Business Solutions. “To counter this trend, operators are increasingly relying on Nokia Siemens Networks’ approach to customer experience management. The approach helps them make the most of the assets they already own by linking insights about service performance and customer behavior to trigger actions that deliver genuine business impact.”
CEM 2.0 brings together pre-integrated software that interprets and simplifies the millions of data points that can be extracted from a telecoms network and operators’ IT systems. This approach enables real-time insight and action across the entire customer lifecycle and a service provider’s operations. With real-time aggregation and correlation of subscriber, service, network and device data, CEM 2.0 proactively drives real-time actions to improve customer experience and business results for prioritized customer segments. Actions are driven by predefined key performance indicators in areas such as campaigns and promotions, service fulfilment, service quality, payments and customer care.
“Nokia Siemens Networks is arguably ahead of its direct competitors in assembling a complete CEM solution,” said Joe McGarvey of Current Analysis***. McGarvey has also recommended that other network equipment providers follow the leading approach of Nokia Siemens Networks.
Nokia Siemens Networks is currently providing its CEM 2.0 software and services to a major regional operator in Asia, who is able to correlate data from many sources and obtain immediate feedback on how poor mobile broadband quality and download problems are impacting customer experience. With these insights, the operator is able to respond proactively to problems, identifying whether they are caused by incorrect device settings or mobile broadband subscription issues, and providing personalized and proactive services to resolve them. This allows the operator to target higher value users and differentiate its services across its 100 million customer base while at the same time improving the efficiency of its operations.
Using Nokia Siemens Networks’ CEM 2.0, another major player is preventing bill shock. The operator is being hailed for its proactive industry response by throttling speeds when customers reach data limits. Customers also receive text message updates on the volume and cost of their data use when travelling. In each case, the operator taps holistic insight from their systems and takes targeted action to reduce data speeds or update subscribers on data costs, rather than charging for excess data.
Finally, tackling existing, complex IT systems and processes, was the starting point for another project with a global operator. The operator used CEM 2.0 to manage its network, services and customer experience. The outcomes of the project, which enabled real-time visibility of customer experience, were increased, proactive problem solving, better informed customer service agents, greater customer satisfaction and lower costs. The project won the operator’s implementation and delivery prize in 2010.
To learn more about these cases and the capabilities of the CEM 2.0 offering, please visit Nokia Siemens Networks’ showcase at the Hibiscus rooms 3612 / 3611 / 3610 / 3710 at the Marina Bay Sands Expo, Singapore from June 21–23.
To discuss customer experience management, please visit Twitter and find existing comments with #CSPCX or use #CSPCX in your tweets.
About Nokia Siemens Networks
Nokia Siemens Networks is a leading global enabler of telecommunications services. With its focus on innovation and sustainability, the company provides a complete portfolio of mobile, fixed and converged network technology, as well as professional services including consultancy and systems integration, deployment, maintenance and managed services. It is one of the largest telecommunications hardware, software and professional services companies in the world. Operating in 150 countries, its headquarters are in Espoo, Finland. www.nokiasiemensnetworks.com
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