Nokia Solutions and Networks (NSN) has launched a comprehensive end-to-end methodology to help any operator take advantage of advanced customer experience management (CEM), regardless of their existing level of deployment.
The CEM Service Suite offers a step-by-step approach to prepare for, integrate and adopt the extensive capabilities of NSN’s CEM solutions. The company is also extending its portfolio with a CEM on Demand content pack to drill down into trends and identify business opportunities with over-the-top (OTT) services.
NSN’s new Big Data CEM engine has a unique telco-specific data-processing architecture that helps provide rapid insight into the customer experience.
The CEM Service Suite helps any mobile operator implement CEM in a way that matches their needs, whatever their existing deployment or capabilities. The Suite comprises a range of expert services structured into three phases:
Prepare for CEM: Helps operators understand and prepare for specific applications of CEM to meet their needs. The services evaluate the best ways to use CEM, enable decision-making, assess required changes to existing processes, and model the targeted quality of experience.
Integrate CEM: Helps operators customize and integrate CEM into their existing processes.
Use CEM: Enables operators to act on customer insights and transform to experience-driven operations.
“More than 70% of operators rated CEM as a high priority in a recent Informa Telecoms & Media survey. Coupled with this are operator concerns about the business case and where to start,” said Kris Szaniawski, principal analyst for Informa.
“Any vendor wishing to build a strong position in this space needs to not just offer a broad suite of products but to also provide assistance with use cases, operational process, implementation and integration. CEM is as much about service capabilities as it is about product.”
Santeri Jussila, head of customer insight and experience at NSN, said: “CEM has developed rapidly in recent years and now offers a wide range of powerful capabilities to help operators improve customer satisfaction, build customer loyalty, win new revenue, reduce churn and raise profitability.
“Our new CEM Service Suite is an end-to-end approach to navigating the many options and technologies available and to identifying and implementing the right solution for the operator’s current needs. Operators can now choose CEM solutions that will grow with their strategy and evolving subscriber demands.”
NSN is extending CEM on Demand with a new content pack that focuses on fresh marketing opportunities by monitoring and analyzing how people are using OTT services in mobile networks. With detailed insight on the devices used, adoption rates, data volumes and other trends, mobile operators can identify business opportunities from partnering with an OTT provider or creating a competitive offer.
The company’s new Big Data CEM engine is a telecoms database architecture that speeds up processing and analytics on the increasing volumes and variety of data from multiple sources within the network and operator organization.
With the platform hosted either in a private or public cloud, or on the operator’s site, data processing can be scaled up as needed. The platform’s fast processing enables predictive analysis so operators can react in real time to continuously improve the customer experience.