In many cases, the different silos must act in concert to overcome both technical and commercial obstacles in the bid to ensure superior end user experience. Huawei’s professional service team (comprised of data scientists, technology & marketing experts) will take a scenario, and model after it analytically using all available network inputs, as well as various unstructured data sources available from different departments. Once the model is created, automation takes over in the collection and processing by a centralized analytics engine. CEI’s are derived and analyzed with alerts raised if needed. The output is then sent to appropriate stakeholder silos to action upon. As part of the institutionalization process, our professional teams will also make suggestions on work-flow changes that are conducive to facilitating and expediting the decision-making process.

For example, in the USE stage of the lifecycle, the customer encounters jagged video streaming. This may be due to restrictions imposed on the subscribed QoS, or a result of network congestion. Using the modular function modeled earlier, multiple departments, such as, network, customer care, and marketing will be notified of deteriorating service quality, with the failure cause automatically identified. A list of remedial actions will also be suggested according a set of customizable pre-defined rules. This may include a service ticket being opened automatically, and or alert to the customer care staff for follow-up, and or electronic invitation to upgrade service package. All actions will be recorded for future analysis by individual stakeholders. What began as an issue stemming from the USE stage of the lifecycle quickly spawns new insights into other stages of the lifecycle, such as, BECOME AWARE, SELECT & BUY, and GET HELP. All the while, the relevant stakeholder silos are kept informed of the latest development in user experience assurance. It is this inter-departmental participation, involving multiple stages of the End-User Lifecycle, that Huawei’s SmartCare solution outperforms its rivals in CEM.

The full suite of use cases form an interlocking framework that makes each silo within the operator’s organization a stakeholder, results in an automated, seamless, and unified operational structure within the organization in the pursuit of CE management and assurance.

Superior end user experience will soon become the only differentiation factor for telecom operators in today’s competitive market. HUAWEI SmartCare delivers unrivalled CEM capability through its holistic development philosophy.