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Ericsson Debuts Cutomer Service Level Analytics Tool to Complement Net Promoter Score

Ericsson Debuts Cutomer Service Level Analytics Tool to Complement Net Promoter Score Image Credit: Ericsson

At the ongoing Mobile World Congress, Ericsson will unveil its Expert Analytics 15.0 to demonstrate multiple use cases, including real-time video experience management, enterprise service level agreement (SLA), customer retention and upsell, location data monetization and OTT application analytics. The improved customer anlytics tools is a software suite allowing operators to predict customer satisfaction and automatically take closed-loop actions to improve it.

  • According to Ericsson, the Expert Analytics 15.0 delivers service level index to complement net promoter score (NPS) with user satisfaction index, available for all subscribers. It leverages pre-integrated network, device, operational and business support systems assets to deliver end-to-end, real-time customer experience management insights. Ericsson added that its deep domain expertise - based on years of research, annual user studies and customer projects - is embedded in this solution, providing superior data models, and business rules, leading ultimately to improved results. 

Justin Vander Lande, Principal Analyst, Analysys Mason
By embedding superior network knowledge in their analytics approach, operators can support sophisticated use cases, including real time optimization for complex services like VoLTE or video, that matter to enterprise and other high-value customers. Likewise, operators can monetize location data by offering targeted advertising and other new services to partners.

Elisabetta Romano, Vice President and Head of OSS and Service Enablement, Ericsson
By pre-integrating analytics with our broad OSS and BSS portfolio, we are enabling operators to automate a wide variety of use cases, driven by analytics insights.

Author

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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