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Press Release -- April 19th, 2012
Source: Nokia Siemens Networks

Nokia Siemens Networks provides software, services for customer experience management to Guangdong MCC

Guangzhou, China – April 19, 2012

Companies sign trial cooperation agreement lasting over 6 months

Guangdong MCC, China Mobile’s largest subsidiary, has signed a cooperation agreement with Nokia Siemens Networks for the company’s customer experience management (CEM) software and services. The cooperation, lasting over six months, will provide Guangdong MCC with a unified view of its customer data, along with continuous reporting of usage trends to help it improve customer experience. 

“Operators are faced with a number of challenges, including high data consumption and increasing pressure on revenue,” said Markus Borchert, president at Nokia Siemens Networks Greater China. “Our customer experience management expertise will help Guangdong MCC enhance its service experience by highlighting where focused capacity upgrades may be needed and automatically correcting device settings without people needing to report problems via customer care. It can also assist the operator’s marketing teams by providing new insights on subscribers’ usage and preferences, enabling targeted actions to increase customer loyalty and drive new revenue.”

As part of the agreement, Nokia Siemens Networks is providing its Serve atOnce Intelligence (SAI) customer and business analysis suite. SAI aggregates and analyzes data from all kinds of network elements, providing customer insights to help tailor an operator’s customer acquisition strategy and marketing campaigns.

Nokia Siemens Networks’ unified platform will support Guangdong MCC’s mass signaling collection and analysis and generate insight, then provide flexible and open interface for developers to generate new applications. As part of the trial, Nokia Siemens Networks CEM agreement includes network implementation, consulting and system integration services.

More information on Nokia Siemens Networks’ customer experience management technology and services can be found online.

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About Nokia Siemens Networks

Nokia Siemens Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly.

With headquarters in Espoo, Finland, we operate in over 150 countries and had net sales of over 14 billion euros in 2011.

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Nokia Siemens Networks’ Customer Experience Management (CEM) offering is an end-to-end approach that helps operators analyze, act upon and monetize the wealth of customer data available across their organization. CEM draws customer insight data from multiple sources, including the network, service and device performance, real-time subscriber experience and operator services. It enables data collection and consolidation to improve the user experience. This helps operators support end-user demands at the right time and the right place, increasing the individual communications experience for every single customer. The scope of CEM depends on the individual needs of the customer. This customer project includes:

  • Serve atOnce Intelligence customer and business analysis suite, which aggregates and analyzes data on the basis of network performance, service quality and use, charging and billing, roaming, service provisioning and devices in use. It provides right customer insights to tailor operator’s acquisition strategy and marketing campaigns. It provides a unified view of customer data along with continuous reporting of customer insight.

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