Ericsson, Wednesday announced Ericsson Expert Analytics Release 16.1, which extends its Customer Experience Management (CEM) solution to multi-play networks.
The software-based solution that is designed to provide operators a holistic, 360-degree view of multi-play and fixed-line customer experience will become available in Q4 2016.
According to Ericsson, traditional fixed and mobile operators are converging to meet customer demand for bundled mobile, fixed and video services. Ericsson Expert Analytics Release 16.1 leverages Ericsson's global experience to provide actionable insights that span mobile consumer and enterprise services, as well as TV-focused offerings, and now also fixed-line and multi-play services.
Ericsson Expert Analytics is a real-time, end-to-end, big data analytics solution with unique applications addressing the needs of many organizations, ranging from engineering, service operations and customer care to product management and marketing.
Expert Analytics helps the different organizations predict customer satisfaction, detect experience issues, understand root causes, and automatically take the next best action to improve experience and operational efficiency. Its unique "Service Level Index" approach provides actionable insights to understand how network issues impact a customer's perception of the service experience.
Thomas Kinnman, Head of Product Line, CEM & Analytics, Ericsson,
Ericsson Expert Analytics Release 16.1 adds Service Qualify Management functionality and related use cases to improve customer experience and operational efficiency for fixed and multi-play subscribers.
