Huawei announced it has extended its SmartCare CEM portfolio to support fixed networks as well as mobile networks in a single platform in response to operator requests.
Fixed operators around the world are moving steadily from offering communications only to offering communications plus entertainment. That addition designed to meet increased customer expectations and regulatory obligations puts far greater pressure on the operator to deliver a higher quality customer experience.
Liu Feng, Huawei SmartCare CEM domain general manager, said the Huawei SmartCare Fixed CEM series use cases help operators launch the end-to-end customer experience management and can improve handling of customer complaints and at the same time boost fixed service profitability.
“We have worked with various operators and helped them make great progress and business success in customer care,” said Liu.
Huawei said its SmartCare Fixed CEM has been deployed to managing a major video customer experience improvement project for an Asian operator with 8 million premises connected to a broadband network.
A major reason customers choose mobile only services, is due to frustration with a poor customer experience. This “fixed mobile substitution” trend is a major threat to fixed network operators globally.
Proactive care is the key to preventing customer dissatisfaction bubbling over into frustration. The Huawei SmartCare CEM has delivered CSAT (customer satisfaction) real time modelling around the world.
Huawei said CSAT modelling gives users the insights required to run intelligent pattern recognition algorithms which trigger the smart fault decision trees used to deliver proactive support.