Singapore, Singapore, 18 June, 2013]: Huawei, a leading global information and communications technology (ICT) solutions provider, today introduced its first Service Operation Center (SOC), an innovative service practice competency center to telecom operators who strive to increase end-user satisfaction and retain and attract new customers while tacking the challenges of the digital flood amid fierce competitions. It is the first industry SOC which is invested and established by ICT solutions provider.
“We’ve seen more and more telecom operators embarking on the transformation from network centric to service centric operation, however there has been limited choice and support for these efforts in the market place, leaving operators in a difficult position.” said, Mr. Frank Yao, Marketing Director of Global Technical Services, Huawei. “The launch of Huawei’s first Service operation center in Indonesia comes from a period of significant research and investment into delivering Managed Services and HUAWEI SmartCare® Customer Experience Management (CEM) solutions. We believe that the SOC can meet the changing needs of our customers and that the collaborative transformation journey we have taken with our customers will help them reach the next level of business success.”
Huawei’s first SOC delivers an enhanced approach from purely Network Operation Center (NOC) operation, with a view to ensuring and safeguarding superior service quality and customer experiences by centralizing the management of service-oriented operation, increasing awareness among key stakeholders, and prioritizing maintenance and issue resolution based on end-user experiences.
According to a recent global survey by Informa Telecoms & Media with feedback from 115 communications service providers (CSPs), service quality management and customer experience management are considered the most important operational issues facing CSPs in the next three years. ” Those operators that don’t make the transition will be at a disadvantage against competitors that can deliver a superior customer experience.” said Kris Szaniawski, principle analyst of Informa and author of a report releasing the survey, “An essential component of this transition is the introduction of service quality and customer experience management techniques via a Service operation center.”
Huawei has developed industry leading Managed Services solutions, which can improve operators’ total value of ownership (TVO) while easing the transition to converged fixed and mobile network operation and IT and CT operation and management, focusing on service quality improvement. As of December 2012, Huawei has secured over 330 contracts in Managed Services with a compounded annual growth rate (CAGR) of more than 70% over a six year period, servicing more than 114 operators in 63 countries and managed networks with 310 million subscribers. HUAWEI SmartCare CEM solutions have been further developed to accomplish the evolution of the overall solution from Per Service Per User (PSPU) Service Quality Management (SQM) to Holistic Customer Experience Management.
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