Nokia Siemens Networks announced on Thursday that it is enhancing its customer-experience management portfolio with support for LTE, designed to help operators ensure a great quality of experience.
“First impressions count, so it’s important to ensure high-quality customer experience right from the start of any new service," said Lassaad Essafi, head of customer insight and experience, Nokia Siemens Networks. “Our innovations in customer-experience management give operators a clear view of their subscribers’ experience and proactively address problems related to service quality and customer experience in LTE networks."
NSN found in a recent study that churn in the U.S. increased by 10 percent in 2012; two out of five subscribers are considering a change of service provider. The results were similar in other mature mobile markets. Nokia Siemens says its CEM for LTE product can help reverse those trends.
Two CEM on Demand content packs, Customer Quality Insight and Competitor Benchmarking Insight, now include LTE support. This support has also been added to the company’s Service Quality Manager (SQM), Serve atOnce Device Manager, and Serve atOnce Traffica. NSN says this LTE support is complemented by the company’s full range of professional services, including system integration, network planning and optimization, and network and service operation to integrate the CEM portfolio and help operators get full benefits from CEM for LTE offering.
The new capabilities in the CEM portfolio will be commercially available in June 2013 as a standalone package or upgrade.
This is one of a handful of announcements NSN is making in the run-up to Mobile World Congress in Barcelona later this month.
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