Bharti Airtel announced that it has
implemented a Customer Experience Management (CEM) platform into its network to
optimize and enrich user experience of its customers.
The mobile operator has selected Nokia Siemens Networks to provide and deploy its CEM platform and services across India. The CEM
platform will maintain and store real-time experience metrics for every
subscriber in the network enabling Bharti Airtel to proactively cater to
This is a significant deployment for Bharti
Airtel which is facing increase in churn in customers. Airtel recently reported
a 38 percent decrease in net profit due to high capex on account of 3G roll
“The implementation of CEM is an added
impetus to our constant endeavor of offering best in class service experience
to our customers across GSM, EDGE and 3G networks,” said Jagbir Singh, director
network group at Bharti Airtel.
“It will enable us to identify the root
cause of a problem and rectify the same before the subscriber experiences any
impairment in service delivery. This will clearly help us maintain an edge in
the mobile broadband arena,” Singh added.
NSN’s CEM solution will enable Bharti
Airtel to enhance its service experience. For instance, it can proactively
correct device settings without any intervention from the customer care.
“In addition, it can assist the marketing
teams by providing new insights about subscribers’ usage and preferences, and
hence enhance Bharti Airtel’s capabilities to create customer delight,” said
Sandeep Girotra, head of India region at Nokia Siemens Networks.
Bharti Airtel signed its agreement with Nokia Siemens Networks to expand its 2G
(GSM/EDGE) networks and deploy 3G networks in seven African countries.
Under the agreement, Nokia Siemens Networks
will manage end-to-end network operations, including planning, designing and
implementing the 2G and 3G networks for Airtel. The telecom equipment vendor
will provide its energy-efficient Flexi Multiradio Base Stations to expand
network coverage to under-served areas, including smaller towns and villages in
the seven countries.
By Telecomlead.com Team