International operator Bharti Airtel has implemented a Customer Experience Management (CEM) platform into its network, designed to optimize and enrich the user experience of its customers. The operator has chosen Nokia Siemens Networks to provide and deploy the platform and services across India.
Bharti says the CEM platform will maintain and store real-time experience metrics for every subscriber in the network, enabling the carrier to proactively cater to customer needs.
“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."
“Our 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," added Sandeep Girotra, head of India region at Nokia Siemens Networks. “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."