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.”
For more information on Ericsson Expert Analytics, please visit: http://www.ericsson.com/ourportfolio/products/expert-analytics.
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