[Shenzhen, China, September 12, 2013]: Huawei, a leading global information and communications technology (ICT) solutions provider, today announced its HUAWEI SmartCare® customer experience management (CEM) solution won the "Global Telecom Solutions Providers’ CEM Solution Strategy Leadership Award" at the Frost & Sullivan Growth, Innovation & Leadership (GIL) Congress in California.
Voted on by Frost & Sullivan analysts, together with consultants in the global ICT industry, the award is designed to recognize innovation and excellence in global performance management practitioners, and celebrates Huawei’s significant achievements in the CEM solution market. A range of factors were considered in the selection process, including technical, economic, and market.
The increasing penetration of smart mobile terminals combined with the surge in various kinds of services and apps has created a sophisticated customer experience, making CEM a major focus for Communication Service Providers (CSPs). Huawei holds a leading position in supporting CSPs as they evolve to provide the next generation of service and customer experience management by addressing closing loop network and service quality issues, service and user centric operations transformation, and multi-channel journey experience assurance.
Comparing Huawei’s CEM solutions to those of competitors, Frost & Sullivan analyst, Narla Ramaiah, said, "While many vendors still depend on OSS products, such as network probes that restrict their focus to network-centric data, Huawei considers a vastly expanded set of touch points encompassing services, users, IT, and business systems. In addition to expanded coverage, Huawei’s CEM approach is to collect and analyze more granular data of the service and the user. Specifically, Huawei proposes to move from a per-service-only measurement (or even the per-network or per-device orientation that some vendors still promote) to a per-service, per-user (PSPU) measurement. Recently, Huawei’s success in winning large CSP accounts in Asia, such as PCCW in Hong Kong, and XL in Indonesia with whom it is partnering to deliver a Service Operations Centre (SOC) to support 46 million users, is mounting evidence of its successful strategy, enabling the transformation towards service and user centricity."
Huawei currently positions its CEM solutions, HUAWEI SmartCare®, within its "Services" portfolio and avoids any product-orientated references. Huawei’s CEM strategy leverages strong collaboration between the company’s vast pool of technical staff together and its wide portfolio of product solutions, such as telecom and IT network hardware, end user devices, chipsets, and software.
Dee Alipanah, Vice President of Huawei Global Technical Service, said, "To better manage the customer experience, CSPs need to break up the silos inside the organization. To address this, Huawei developed the Inter-Departmental Experience Associated Lifecycle (IDEAL) Management Model to facilitate cross-department collaboration. We are now collaborating in-depth with the TM Forum to lead the customer experience collaboration project which is dedicated to the development of Customer Experience (CE) metric along with customer journey. CEM is a key strategic investment for Huawei, and we will continue to invest in this field."