Telecom Lead Asia: Nokia Siemens Networks has launched Customer Experience Management (CEM) for Liquid Net.
CEM for Liquid Net is a new approach from Nokia Siemens which provides insight into the experience of people using a mobile network and converts that into specific investment and network optimization projects using the company’s Liquid Net software portfolio.
This approach enables proactive planning and implementation of investments to optimize both customer experience and business return.
CEM for Liquid Net uses the integrated capabilities of Nokia Siemens Customer Experience Management (CEM) and Liquid Net software. It links capacity optimization related investments to customer experience, enabling operators to decide precisely when and where to optimize network performance to improve user experience and protect and grow revenue. The approach extends traditional network and operational approaches by directly linking customer and revenue insights to improving network performance.
“Conventionally, operators have been making investments in network capacity based on a network view, rather than how it would impact customer experience or revenue opportunity,” said Tommi Uitto, head of mobile broadband value creation management at Nokia Siemens Networks.
“With CEM for Liquid Net, operators can make investments exactly where capacity improvements are needed to achieve the maximum business impact. With this combined approach, we link capacity optimization to customer experience and revenue impact, improving both user satisfaction and profit,” Uitto added.
CEM for Liquid Net addresses issues such as low throughput and uplink performance caused by network congestion. For example, based on insights from CEM, operators can view low satisfaction scores displayed on a dashboard by the Nokia Siemens Networks’ Customer Experience Index content pack.
Moreover, this helps operators identify issues and trigger corrective actions with the help of Liquid Net to flexibly allocate network resources and overcome service performance problems. In addition, it helps operators to bridge the gap that sometimes exists between the network performance on record and service quality customers experience in reality.