TeliaSonera selects Ericsson’s CEM

TeliaSonera has selected Ericsson’s Customer Experience Management (CEM) solution based on the Customer Experience Assurance (CEA) offering.

With this new solution, TeliaSonera will address subscribers’ demand for high levels of service quality and user experience by proactively and more efficiently resolving customer experience issues with regards to network quality and customer support. In addition, Ericsson’s consultants and systems integrators will support the implementation with services such as business process refinement and systems integration.

A considerable share of subscriber churn can be attributed to perceived poor levels of experience from service providers. Ericsson studies reveal that consumers judge operators according to their standards of service and support, loyalty-building initiatives, and billing and payment services. Improved network performance is vital for ensuring subscriber loyalty among smartphone users, and provides operators with a significant competitive advantage.

Robert Puskaric, head, Ericsson Northern Europe and Central Asia said, “Addressing customers’ needs and ensuring proactive customer care is one of the key business priorities for operators today. A satisfied user is generally less likely to switch operator, adding considerable competitive advantage and eventually leading to higher operator revenue. TeliaSonera will be able to take targeted actions to improve network quality and enhance customer experience.”

The CEM approach includes both reactive practices designed to handle particular network incidents or customer issues and resolve them in a timely manner, and proactive practices intended to prevent service quality deterioration so as to avoid users being affected.

“Delivering the highest quality to our customers when using our services and support is the heart of our operation,” said Carl-Magnus Hallberg, head, Mobility Technology Solutions, TeliaSonera.

“We are proud to become one of the first operators to deploy this solution which provides an innovative tool for improving the quality of our services and networks as well as proactively enhancing the quality in our customer support,” added Hallberg.

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