Sixty-six percent of operators worldwide cannot access the data in their networks and IT systems to enhance their customers’ service experience. That’s why Nokia Siemens Networks is rolling out CEM 2.0 at CommicAsia 2011 in Singapore this week. It’s designed to help operators fully utilize this data to improve the customer experience and their business results.
“According to our own detailed study, four out of ten high-value customers are dissatisfied with their current operators, and likely to switch operators in the next 12-month period," said Shamir Shoham, head of product management for Nokia Siemens Networks Business Solutions. “To counter this trend, operators are increasingly relying on Nokia Siemens Networks’ approach to customer experience management. The approach helps them make the most of the assets they already own by linking insights about service performance and customer behavior to trigger actions that deliver genuine business impact."
CEM 2.0 brings together pre-integrated software that interprets and simplifies the millions of data points that can be extracted from a telecoms network and operators’ IT systems. This approach enables real-time insight and action across the entire customer lifecycle and a service provider’s operations, NSN said. With real-time aggregation and correlation of subscriber, service, network and device data, CEM 2.0 proactively drives real-time actions to improve customer experience and business results for prioritized customer segments. Actions are driven by predefined key performance indicators in areas such as campaigns and promotions, service fulfillment, service quality, payments and customer care.
Nokia Siemens Networks is currently providing its CEM 2.0 software and services to a major regional operator in Asia, which is able to correlate data from many sources and obtain immediate feedback on how poor mobile broadband quality and download problems are impacting customer experience.
Another major player is using CEM 2.0 to prevent bill shock. The operator is being hailed for its proactive industry response by throttling speeds when customers reach data limits. Customers also receive text message updates on the volume and cost of their data use when travelling.
Finally, tackling existing, complex IT systems and processes, was the starting point for another project with a global operator. The operator used CEM 2.0 to manage its network, services and customer experience. The outcomes of the project, which enabled real-time visibility of customer experience, were increased, proactive problem solving, better informed customer service agents, greater customer satisfaction and lower costs, NSN said.
