London, UK – June 13, 2012
Global Telecoms Business recognizes advances in customer experience management
Nokia Siemens Networks and Telkomsel have jointly won top honors at the Global Telecoms Business (GTB) Innovation Awards 2012 in the ‘wireless network infrastructure innovation’ category. The GTB Innovation Award recognizes Telkomsel’s use of Nokia Siemens Networks’ Customer Experience Management (CEM) on Demand portfolio. The new portal provides Telkomsel with a single entry point to real-time metrics and analysis, recommending proactive steps to identify and resolve issues related to the customers’ service experience.
“This award recognizes our commitment to putting our customers first and constantly improve their service experience,” said Hanang Setiohargo, VP Network and Service Assurance Management of Telkomsel. “Nokia Siemens Networks has successfully implemented the suite, including its Serve atOnce Intelligence offering, and we are very happy to be using it. Telkomsel and Nokia Siemens Networks together will continue the deployment to meet further requirements. This innovation gives us a unified view of how our customers are experiencing our services and real-time customer insights, helping us proactively improve the service quality for our customers.”
Nokia Siemens Networks launched its CEM on Demand portal at Mobile World Congress 2012 in Barcelona. The portal makes it easier than ever for operators to manage customer experience. It comprises various content packs combining sets of customer centric reports and dashboards that show the insights derived from key performance indicators (KPIs) for networks, services and devices.
CEM on Demand also enables actions to improve the customer experience. For example, the portal allows Telkomsel to track the percentage of service failures by location and device type for individual high value customers – whether residential or enterprise – and specifically prioritize improvements for them.
“Telkomsel is blazing trail in improving customer experience, and we are delighted to be supporting its focus on customer centric operations. This award for our innovation in customer experience management is especially gratifying, as it reflects its key role in our industry,” said Lassaad Essafi, head of Insight and Experience solutions at Nokia Siemens Networks. “CEM on Demand makes it possible for Telkomsel to choose the content packs that fit its needs and provide the information that is relevant to its organization. This way, Telkomsel can adopt a phased and manageable approach to address the most important factors impacting its customers’ experience.”
Global Telecoms Business Innovation Awards, established in 2007, recognize innovative projects in the telecommunications industry globally, involving service providers and their technology suppliers.
For more information on Nokia Siemens Networks’ portfolio for customer experience management, follow this link. To share your thoughts on Twitter, please use #CSPCX or join the industry discussion on Customer Experience Management in LinkedIn CSPCX-Group.
Telkomsel deploys 45,000 Base Transceiver Stations (BTS) that reach 97% of the Indonesian population. As the 7th world’s largest cellular operator, Telkomsel is the market leader in Indonesia's telecommunication industry and serves more than 110 million subscribers. As a pioneer in the development of Indonesia mobile telecommunication industry to enter the latest era of mobile broadband services, Telkomsel has been consistently implementing the roadmap technology of 3G, HSDPA, HSPA+, and has successfully tested Long Term Evolution (LTE) technology. This year Telkomsel will provide broadband network in 100 major cities in Indonesia. To serve customers, Telkomsel is supported by more than 430 service centers and 24 hours contact center throughout Indonesia. http://www.telkomsel.com
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. http://www.nokiasiemensnetworks.com
Nokia Siemens Networks
Phone: +358 7140 02869
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Nokia Siemens Networks’ Customer Experience Management 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.
CEM on Demand is a portal which offers a single entry point to all these customer centric insights structured in different modules called content packs. Based on hundreds of customer projects Nokia Siemens Networks selected key network performance indicators (KPIs) which are addressing the most important factors impacting the customer experience, and grouped them in content packs. Each content pack provides specific customer centric reports and dashboards, and recommends possible improvement actions focusing on topics such as high value customer insight, internet usage insight, competitor benchmarking insight etc. Operators have the flexibility to choose one or more content packs to improve their customers’ service experience in a phased and manageable approach across the entire organization.