TeliaSonera partners with Ericsson in deploying a solution for Customer Experience Management
The solution is a new approach to customer care with the aim to improve end-user experience
Ericsson delivers a solution including consulting services, hardware and software platforms, systems integration services and training
TeliaSonera has selected an Ericsson (NASDAQ:ERIC, news, filings) Customer Experience Management (CEM) solution based on the Customer Experience Assurance (CEA) offering. With this new solution, TeliaSonera will address subscribers’ demand for high levels of service quality and user experience by proactively and more efficiently resolving customer experience issues with regards to network quality and customer support.. In addition, Ericsson’s consultants and systems integrators will support the implementation with services such as business process refinement and systems integration.
A considerable share of subscriber churn can be attributed to perceived poor levels of experience from service providers. Ericsson studies reveal that consumers judge operators according to their standards of service and support, loyalty-building initiatives, and billing and payment services. Improved network performance is vital for ensuring subscriber loyalty among smartphone users, and provides operators with a significant competitive advantage.
Robert Puskaric, Head of Ericsson Region Northern Europe and Central Asia, says: “Addressing customers’ needs and ensuring proactive customer care is one of the key business priorities for operators today. A satisfied user is generally less likely to switch operator, adding considerable competitive advantage and eventually leading to higher operator revenue. TeliaSonera will be able to take targeted actions to improve network quality and enhance customer experience.”
The Customer Experience Management approach includes both reactive practices designed to handle particular network incidents or customer issues and resolve them in a timely manner, and proactive practices intended to prevent service quality deterioration so as to avoid users being affected.
“Delivering the highest quality to our customers when using our services and support is the heart of our operation” says Carl-Magnus Hallberg, Head of Mobility Technology Solutions at TeliaSonera. “We are proud to become one of the first operators to deploy this solution which provides an innovative tool for improving the quality of our services and networks as well as proactively enhancing the quality in our customer support.”
Employing 16,000 Consulting and Systems Integration (CSI) professionals across the world, Ericsson delivers more than 1,500 CSI projects in multivendor and multi-technology environments to operators, enterprises, and national security and public safety organizations every year.
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TeliaSonera provides network access and telecommunication services in the Nordic and Baltic countries, the emerging markets of Eurasia, including Russia and Turkey, and in Spain. TeliaSonera helps people and companies communicate in an easy, efficient and environmentally friendly way. Our ambition is to be number one or two in all our markets, providing the best customer experience, high quality networks and cost efficient operations. TeliaSonera is also the leading European wholesale provider with a wholly-owned international carrier network. In 2012, net sales amounted to SEK 105 billion, EBITDA to SEK 36.1 billion and earnings per share to SEK 4.59. The TeliaSonera share is listed on NASDAQ OMX Stockholm and NASDAQ OMX Helsinki. Read more at www.teliasonera.com
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