EE, the UK’s largest mobile operator, will use Ericsson Expert Analytics to deliver a next-generation customer experience management (CEM) system.
Ericsson will be responsible for supplying software, implementation services and IT Managed Support services under the multi-year agreement. Ericsson did not reveal the financial detail of the analytics contract.
The solution will support multiple services, including 2G, 3G, 4G, VoLTE and VoWiFi, and is aimed at improving subscriber satisfaction, net promoter score, propensity to call and first call resolution rate.
“With Ericsson Expert Analytics supporting our new customer experience management capability, we will be better able to understand our customers’ experience in real-time, and the detailed insights provided will help us keep improving network quality,” Dave Salam, EE Director of Mobility and Analytics, said.
Ericsson said its Expert Analytics will measure customer experience for mobile subscribers, providing insights based on data collected in real-time from network elements and probes, as well as from operations and business support systems.