Increase your customer agility and remove obstacles to effective customer experience management, with the CRM system specifically designed for telecom operators.
Service providers are highly aware that improving users’ customer experience is key in today’s hypercompetitive market environment. However, most customer relationship management (CRM) solutions have not been developed specifically for the needs of the telecom industry, and also use after-the-fact analytics that do not allow for real-time action that can affect a customer’s session.
Ericsson Customer Experience Assurance is a new approach to customer experience management. It allows service providers to deliver superior service quality based on real-time insights about the usage experience of each individual customer. That experience is the most critical step in customer retention and long term loyalty. Ericsson Customer Experience Assurance provides insights to service operations centers (SOC) and customer care centers, enabling providers to boost their brand and get a step ahead of the competition. Insights are tied directly to daily operations, so that big data can be easily incorporated into routine business processes.
Ericsson Customer Experience Assurance is a telecom-specific, complete customer experience management solution that moves big data out of the lab and into typical business processes. The solution drives “closed loop action” to provide customer experience insights that are tied directly to daily operations. Ericsson Customer Experience Assurance leverages the Ericsson Expert Analytics platform to give you an end-to-end view of the customer experience provided for every individual customer session. Key components include:
Ericsson Customer Experience Assurance gives you a better way to take care of your customers, putting real-time information about the quality and causes of their experience in the hands of customer care and operations. Consider Ericsson Customer Experience Assurance if you want to: