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Press Release -- April 24th, 2014
Source: Huawei

Huawei Announces the Industry’s First Customer Experience Transformation Center Enabling Experience Centric Operations

[Shenzhen, China, April 24, 2014]: Huawei, a leading global Information and Communications Technology (ICT) solutions provider, announced today that it has established the industry’s first Customer Experience Transformation Center (CETC). Leveraging the development of Telco Customer Experience Management (CEM), the new center will provide an industry-leading CEM ecosystem dedicated to developing CEM solutions that align with carriers’ business objectives, bringing them verifiable business value.

Mr. Leizhankui, Senior Vice President of Huawei Global Technical Service, said: “Huawei is dedicated to helping customers achieve business success through continuous and increasing investment in the development of service solutions, tools, platforms and people. Huawei will focus on joint innovation with customers, turning concepts into practice for B2B2C CEM solution development.”

Head of Huawei’s CEM Solution, Trevor Cheung, said: “The rapid development of mobile Internet, over-the-top (OTT) services and Social Network Services (SNSs) is profoundly impacting the business environment and business models for carriers. These trends have helped CEM to emerge as a competitive differentiator. Many carriers are now transforming to experience-centric operations, pursuing the business value of CEM. However, there are only a handful of solution providers that can offer corresponding transformation solutions to carriers. Huawei is one of the leading solution providers in CEM having invested heavily in CEM R&D and building the industry’s first CETC in Shenzhen. Here we aim to inspire the co-creation of innovative solutions with carriers, helping them to achieve greater business success by delivering superior user experiences.”

In the CETC, Huawei can simulate all carrier processes for customer experience measurement. Through techniques such as CEM maturity assessment, multi-channel customer journey mapping and use cases for design and verification, CETC will provide carriers with the processes they need to evolve towards experience-centric operations. Business value can be accurately predicted by Huawei’s Business Outcome Calculator, while a companion, customizable CE dashboard makes actionable insights available with the swipe of a finger. Together, these help the carrier improve operational efficiency and effectiveness, strengthen user loyalty, create a high-quality brand and ultimately improve ROI.

The HUAWEI SmartCare® CEM solution has maintained its leadership position in the industry, continuing to expand its capabilities in customer experience consulting, service modeling, and CEM metrics. The company has introduced 200Gbps probes into large-scale commercial use and developed SEQ Analyst platform to provide mature big data storage and analysis capabilities.

Meanwhile, Huawei has continued to innovate in network and service optimization techniques. The end-user oriented Service Operations Center (SOC) solution has reached maturity and enabled Huawei to be the first in the industry to establish collaborative closed-loop management with the Network Operation Center (NOC), helping carriers to transform to experience-centric operations. Huawei, in collaboration with the TM Forum, has led the creation of the Frameworx 13.5 CEM Metrics Guidebook, establishing Huawei as the industry-leader in standardizing CEM measurements. The guidebook contains over 420 key quality indicators (KQIs) related to customer experience.

By the end of 2013, the HUAWEI SmartCare® CEM solution was being widely used in Europe, the Middle East, and Asia Pacific. Through successful project delivery, we have brought verifiable business value to carriers in terms of VIP care, brand promotion, business development, and end user retention.

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