Ericsson wins 2015 CTIA mobits award

Ericsson Expert Analytics 15.0 recognized for outstanding achievements and innovation in Customer Experience Management Big data analytics solution empowers operators with valuable and actionable customer insights, enabling proactive operations, informed customer care, and experience-based marketing Patent-pending Service Level Index continuously predicts Net Promoter Score for every customer, allowing direct action to improve NPS
Sep 28, 2015

Ericsson (NASDAQ:ERIC) today announced that CTIA -The Wireless Association has recognized Ericsson Expert Analytics 15.0 with a 2015 MobITS Award. During a ceremony held at CTIA’s Super Mobility Conference in Las Vegas, Ericsson was named the winner in the Mobile Customer Experience Management category. The MobITS awards celebrate outstanding achievements in mobile IT solutions that improve enterprise performance and productivity through mobile apps and platforms, customer experience, device management, security and privacy, and new innovations.

Operator marketing, operations and customer care teams are under increasing pressure to deliver customer experiences that drive revenue growth and keep subscribers happy. Big data analytics tools manipulate vast amounts of data. But deriving useful customer experience insight from all this data requires tailoring these tools with deep, end-to-end network and operations expertise in order to support relevant, real time business situations.

Ericsson Expert Analytics is the first analytics suite in the industry that predicts customer satisfaction and takes closed-loop actions to improve it. It manages individual customer experiences throughout the customer lifecycle and empowers operators to take appropriate action, whether to proactively improve customer experience in the network, or to deliver a targeted offer that increases customer value and retention.' Of particular value is the Service Level Index, a patent-pending customer satisfaction algorithm – tailored to various customer segments, and encompassing all mobile services and technologies – that allows operators to identify which customers are dissatisfied, diagnose the likely cause and take action to improve satisfaction, and therefore improve Net Promoter Score (NPS),

Ove Anebygd, VP and Head of OSS/BSS, Business Unit Support Solutions, Ericsson, said: “With Expert Analytics 15.0, operators can identify the quality each customer is experiencing as well as the root cause of experience issues, the usage and satisfaction profile of each customer and what action(s) will drive improvement. Armed with this valuable data, operators can take steps to deliver improved user experience and increased loyalty as well as reduce call center and operations costs.”

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Ericsson is the driving force behind the Networked Society – a world leader in communications technology and services. Our long-term relationships with every major telecom operator in the world allow people, business and society to fulfill their potential and create a more sustainable future.

Our services, software and infrastructure – especially in mobility, broadband and the cloud – are enabling the telecom industry and other sectors to do better business, increase efficiency, improve the user experience and capture new opportunities.

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Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York.