Nokia Solutions and Networks(NSN) has launched a new advanced Customer Experience Management(CEM) Service Suite which has capabilities to cater for operators’ individual needs, addresses the OTT challenge and embraces Big Data. The solution set extends the existing portfolio with a CEM on Demand content pack to drill down into trends and identify business opportunities with over-the-top (OTT) services. NSN’s new Big Data CEM engine has a unique telco-specific data-processing architecture that helps provide rapid insights into the customer experience.
“More than 70% of operators rated CEM as a high priority in a recent Informa Telecoms & Media survey. Coupled with this are operator concerns about the business case and where to start,” said Kris Szaniawski, principal analyst for Informa. “Any vendor wishing to build a strong position in this space needs to not just offer a broad suite of products but to also provide assistance with use cases, operational process, implementation and integration. CEM is as much about service capabilities as it is about product.”
“CEM has developed rapidly in recent years and now offers a wide range of powerful capabilities to help operators improve customer satisfaction, build customer loyalty, win new revenue, reduce churn and raise profitability,“ said Santeri Jussila, head of Customer Insight and Experience at NSN.“Our new CEM Service Suite is an end-to-end approach to navigating the many options and technologies available and to identifying and implementing the right solution for the operator’s current needs. Operators can now choose CEM solutions that will grow with their strategy and evolving subscriber demands.”
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