Saudi Telecom (STC) and Ericsson (NASDAQ: ERIC) were recognized for consumer service innovation in the Global Telecoms Business Innovation Awards at a ceremony held in London on June 4. Established in 2007, the Global Telecoms Business Innovation Awards recognize service providers and their partners for innovative projects in the worldwide telecommunications industry.
Ericsson, through its products, consulting and systems integration capabilities, worked with STC to enhance functionality and to integrate systems for an end-to-end Service Enablement Platform for 160 million subscribers. The objective of the project was to drive usage uptake, increase revenues and propel brand engagement through superior customer experience.
In this way, STC has created new ways to provide value-added services directly to consumers and through third-party partnerships. It has also maximized its potential to capitalize on network assets and mobile broadband infrastructure. As a result, STC has been able introduce 6,000 new services, cut customer complaints by 70 percent and create a self-service portal that receives six million visitors daily.
Dr. Khaled Biyari, STC Senior Vice President of Technology & Operations, says: "Working closely with our partner, Ericsson, STC was able to develop and implement an enablement platform that will allow us to provide STC customers with a much better service experience while pursuing our expansion strategies. This is an example of how such joint partnerships can enhance the level of innovation in the telecom industry. We look forward to continuing this innovation journey and partnership with Ericsson."
Ali Eid, President and Head of Ericsson Saudi Arabia, says: "Ericsson is focused on delivering solutions that give more control and flexibility to its customers and their subscribers. Our extensive and ongoing engagement with STC to ensure that it can deliver a premium customer experience supported by a wide range of services is a prime example of what operators globally can do to transform their businesses in an evolving marketplace."
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