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February 14, 2013
BARCELONA -- Nokia Siemens Networks is enhancing its Customer Experience Management (CEM) portfolio with support for LTE (long term evolution). This will help operators ensure that their LTE customers enjoy the best service quality and experience from day one. The new capabilities in the CEM portfolio will be commercially available in June 2013 as a stand-alone package or upgrade. “First impressions count, so it’s important to ensure high-quality customer experience right from the start of any new service,” said Lassaad Essafi, head of Customer Insight and Experience, Nokia Siemens Networks. “Our innovations in customer experience management give operators a clear view of their subscribers’ experience and proactively address problems related to service quality and customer experience in LTE networks.” The need for a high-quality LTE customer experience is underlined by the latest Nokia Siemens Networks’ Customer Acquisition and Retention Study*. The study results showed that the likelihood to churn (change mobile service provider) in the US increased by 10% in 2012. Today, two out of five subscribers (40%) are considering a change of service provider. Similar results were seen in other mature mobile markets, following the survey of 8,700 mobile users in nine countries. Nokia Siemens Networks’ enhanced CEM for LTE product provides key capabilities to counter these trends. Two CEM on Demand content packs, Customer Quality Insight and Competitor Benchmarking Insight, now include LTE support. This support has also been added to the company’s Service Quality Manager (SQM), Serve atOnce Device Manager, and Serve atOnce Traffica. This LTE support is complemented by the company’s full range of professional services, including system integration, network planning and optimization, and network and service operation to integrate the CEM portfolio and help operators get full benefits from CEM for LTE offering.Nokia Siemens Networks
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