Huawei pioneers CEM center, wins in Azerbaijan

Staff writer
15 May 2014
00:00

Huawei has established the industry’s first Customer Experience Transformation Center (CETC), which leverages the development of Telco Customer Experience Management (CEM).

The new center will provide a CEM ecosystem dedicated to developing CEM solutions that align with carriers’ business objectives, bringing them “verifiable business value.”

Through techniques such as CEM maturity assessment, multi-channel customer journey mapping and use cases for design and verification, CETC will provide carriers with the processes they need to evolve towards experience-centric operations.

Also, Bakcell of Azerbaijan chose the Huawei SmartCare CEM solution to build up a new service quality evaluation indicator system.

With the deployment of the SmartCare system, Bakcell expects to be able to implement E2E multi-vendor network quality monitoring and analysis, and per user real-time, multi-dimensional voice and data services management and assessment.

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