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Press Release -- December 20th, 2012
Source: Nokia Siemens Networks

Guangdong Mobile to offer a superior customer experience to subscribers

Beijing, China – December 20, 2012

Nokia Siemens Networks to deploy Customer Experience Management engine Serve atOnce Intelligence (SAI) to boost subscriber loyalty and revenue through analysis of real time customer insights

Guangdong Mobile, China Mobile’s largest subsidiary, will soon be able to deliver a significantly improved customer experience to its 95 million subscribers in China. The operator has selected Nokia Siemens Networks’ Serve atOnce Intelligence* customer and business analysis suite for its “Signaling Data Sharing Platform” project. The suite will provide new insights on subscriber usage and preferences to Guangdong Mobile’s marketing teams and enable targeted actions to increase customer loyalty and drive new revenue.

Serve atOnce Intelligence aggregates and analyzes data from all network elements related to network and service quality and provides customer insights to tailor personalized, targeted actions such as an operator’s customer acquisition strategy and marketing campaigns. It will help Guangdong Mobile enhance its service experience by highlighting where focused capacity changes are needed and monitoring end users’ satisfaction of using mobile services without people having to report problems via customer care.

This deployment supports Guangdong Mobile’s Signaling Data Sharing Platform project, a unique initiative to create a unified platform for consolidation, analysis and sharing of signaling data.

“Our Customer Experience Management portfolio converts real time customer insights into targeted actions that ensure best-in-class customer experience for Guangdong Mobile’s users”, said Markus Borchert, head of Greater China at Nokia Siemens Networks. “Nokia Siemens Networks remains committed to help its customers capture value by leveraging upon the tremendous growth in China’s mobile broadband market. This contract marks a very important step in our journey towards ensuring excellence in customer experience management**.”

Commercial deployment of Nokia Siemens Networks’ Customer experience Management Serve atOnce solution will begin in February 2013.

To share your thoughts on the topic, join the @NokiaSiemensNet discussion on Twitter using #CSPCX and #mobilebroadband or join the industry discussion on Customer Experience Management in LinkedIn CSPCX-Group.

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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* 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.

** 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.

For more information on Nokia Siemens Networks’ customer experience management technology and services, click here.

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