Telecom vendor Nokia Networks on Tuesday said its new Customer Experience Management (CEM) solution enables mobile operators to better customer experience.

By maximizing the business value from Customer Experience Management (CEM) and reducing the number of calls to Customer Care at a mobile operator, the Nokia Networks CEM solution simplifies telecom operations and speeds up customer care.

Balazs Bakos, head of CEM Services, Systems Integration at Nokia Networks, said: “Results such as being able to identify 200,000 additional subscribers for a 3G up-sell or increasing network availability by 20 percent at an individual cell level, are all tangible results from our projects.”

CEM Office service brings Nokia Networks experts to operator premises to support the selection, implementation and measure CEM use cases.

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.

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.

In a recent project for a tier 1 Chinese operator, the Preventive Complaint Analysis service helped achieve a reduction of 38 percent in network and service originated customer complaints, as well as a 66 percent improvement in related 1st call resolution over a 1-year measurement period.

Baburajan K
[email protected]