Light Reading

Nokia Networks Boasts CEM Advance

Ray Le Maistre

Nokia Networks is kick-starting the post-summer news binge with a series of portfolio enhancement and product innovation announcements, starting with an automated customer experience management (CEM) system.

The vendor says it has combined big data analytics, artificial intelligence and automation to create a dynamic customer experience system that enables real-time optimization of individual application sessions. Nokia Networks believes this advance can help service providers boost customer satisfaction, reduce churn and optimize network capacity usage. (See Nokia Networks Boasts Automated CEM.)

The capability, which includes the use of analytics and decision engines to drive automated changes in application or network settings, has been tested by the vendor in "real network environments using commercial devices." However, this is not yet a commercial product: As a FutureWorks innovation, it is still under development, with commercial availability unlikely to be this year.

The vendor is set to unveil a series of new product features related to 4G LTE radio access capabilities (including LTE-Advanced), network management, managed services and customer care during the next few weeks, including some during the CTIA's Super Mobility Week event in Las Vegas, September 9-11. Light Reading will be reporting from that event.

Look out for coverage from the Super Mobility Week event at our dedicated mobile content channel.

Customer experience management, along with mobile broadband and professional services, is one of the vendor's three main focus areas, though it's not making much impact on the company's (improving) financials currently. (See Nokia Holds Steady in Q2, Raises Outlook.)

Nokia Corp. (NYSE: NOK) is unlikely to be the only major vendor unveiling multiple upgrades, advances and launches in the near future: The end of summer and start of the fall industry event season usually heralds a steady stream of product announcements from technology developers, with NFV, 4G, video service delivery and analytics (either combined or individually) certain to be among the hot topics in the coming weeks.

— Ray Le Maistre, Circle me on Google+ Follow me on TwitterVisit my LinkedIn profile, Editor-in-Chief, Light Reading

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User Rank: Blogger
9/2/2014 | 2:05:25 PM
Re: Which customers
This is a system designed to be used by service providers. Once delpoyed, according to Nokia, this system would be able to not only perform real-time analytics related to the experience of end users customers, but also make automated adjustments to settings to correct any problems and/or improve the experience of the service/application being used.

If it works, it would be of significant benefit. But this is incredibly complex, and looks like the kind of system that will take years to mature. But all systems start somewhere, right? And to be fair the Nokia Networks (formerly NSN) team is well known for not shouting about things that aren't likely to make it to commercial deployment, so there's likely something in this.


User Rank: Light Sabre
9/2/2014 | 1:38:42 PM
Which customers
Are these service providers or their customers?
User Rank: Blogger
9/2/2014 | 9:54:34 AM
As so starts the Fall Battle for attention
August is over so the marketing and communications operations of all  the major vendors shift up a gear... Super Mobility Week is just one of a number of major industry events around which companies such as Alcatel-Lucent, Cisco, Ericsson, Huawei et al will be revealing their latest R&D and product developments.

Take a deep breath, and check on Light Reading for insights into all the major announcements!
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