BARCELONA -- Huawei, a leading global information and communications technology (ICT) solutions provider, announced the eTom certification, by the TM Forum, for HUAWEI SmartCare VIP Care, Service Quality Monitoring and Service Quality Reporting processes. TM Forum standards and services provide the needed market tools to help service providers of all types deploy innovative services and business models for growth, delivering significant cost and risk reduction throughout planning, design, and implementation. The Business Process Framework (eTOM) is a critical component for the TM Forumâ€™s blueprint for enabling successful business transformation.
The certification of these three processes clearly demonstrates HUAWEI SmartCare is the innovative industry leader in the field of holistic customer experience management (CEM).
As the brand of HUAWEI CEM solution, HUAWEI SmartCare manages the user experience across the Customer Lifecycle, by associating QoE, Service Quality and Network Performance, our CEM solution creates customer-centricity, superior experience and efficiency.
These three processes are a result of the best practices achieved through the customer experience management cooperation between Huawei and various global operators. The Huawei SmartCare Solution been successfully deployed in the South Pacific, Southeast Asia, Europe and the Middle East. These processes been proven to help operators improve VIP customer satisfaction, reduce the user complaints relating to the quality of service and enhance the overall quality of service management efficiency.