Zain Kuwait Selects Customer Experience Management from Nokia Siemens Networks

Zain Kuwait announced that it is deploying Nokia Siemens Networks’ Serve atOnce Traffica to monitor network performance for each service in real time, improving the quality of every voice call and SMS.




Zain can prioritize customer problems with its operations department and proactively solve them even before the customer notices that there’s an issue. This will help to speed up request and complaint resolution in customer care, boosting operational efficiency.




Zain Kuwait is also deploying Nokia Siemens Networks’ reporting and analytics platform, Serve atOnce Intelligence (SAI).


Integrated with the existing Nokia Siemens Networks’ subscriber data management and device management platforms, SAI draws data from multiple sources and reflects real-time user patterns in dynamic and flexible dashboards that show mobile terminal performance in the network, roaming, international call performance as well as Service Level Agreement reporting for Zain’s corporate customers. It is expected to allow Zain to segment customers on the basis of terminal, service, value and use of the platform as well its customer experience, allowing it to sharpen the focus of its marketing campaigns.




All our customers have different service and quality requirements and our task is to be agile and pro-active enough to know those requirements and turn this knowledge into fast network improvements or specifically tailored offerings,” said Osamah Abou Seido, Management Information Systems (MIS) director, Zain Kuwait. 




Improving customer experience is the best way to differentiate from the competition,” said Mounzer El-Achmar, head of the Zain Kuwait customer team at Nokia Siemens Networks. In that respect, Zain has shown great foresight in not just focusing on reactive problem solving in customer care but emphasizing the delivery of an improved customer experience at each stage in the customer journey.”




By Team
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