- Vendor to implement its umbrella fault and performance management solution for Zain’s Telco and IT infrastructure
- To implement centralized network management operations for significant improvement in Zain customers’ overall experience
19 June 2014
Kuwait City, Kuwait – Zain Kuwait is taking a significant step toward the complete transformation of its operations support systems (OSS) to become more customer-centric. To achieve this, the operator has commissioned Nokia to deploy its unique OSS portfolio using its comprehensive services. These will enable the operator to simplify network operations by having a total network view with centralized operations. They will also cost-efficiently reduce resolution time for complex problems in the operator’s multi-technology, multi-vendor network.
“We value our customers and give top priority to ensuring that they get the highest quality across our network and services,” said Omar Al Omar, Chief Executive Officer, Zain Kuwait. “To achieve this, we saw the need to evolve our daily operations from a network-centric approach to a customer-centric one by transforming our Network Operation Center (NOC) with the most advanced OSS solutions available. This project is a major step down that road. We selected Nokia because its strong portfolio and capabilities in the OSS umbrella management best address our requirements. We will also greatly benefit from its expertise in operating networks through its operations centers across the globe.”
“For operators such as Zain Kuwait, it’s vital to keep abreast of customers’ changing expectations and to constantly improve the service experience using the latest technology available in the industry,” said Mohamad Diab, head of Zain Kuwait customer team, Networks, Nokia. “What’s equally important is to invest in technology that’s not only cost-efficient but also enables operational efficiency and simplification. Our OSS umbrella management solution will reduce maintenance costs and increase efficiency of network operations for Zain Kuwait, paving the way for further improvements in its customers’ experience and satisfaction. Our comprehensive services capabilities are an added advantage as it will ensure smooth deployment of the solution in Zain Kuwait’s multi-technology, multi-vendor network.”
Under the contract, Nokia will provide its OSS portfolio and services to build a strong foundation for the transformation of Zain Kuwait’s operations. Its fault management platform based on NetAct Advanced Monitor will enable centralized, end-to-end fault management in the multi-technology, multi-domain, multi-vendor environment. In addition, Nokia’s umbrella Performance Manager platform will provide a single point of access for holistic network performance insight, helping Zain Kuwait ensure high-quality networks all the time.
Nokia will also implement the IP fault management platform, EMC Smarts, the IP performance management platform, EMC Watch4Net, the IP configuration management platform, and EMC Network Configuration Manager.
As an important part of this contract, Nokia’s comprehensive services include OSS planning and optimization, implementation, system integration as well as care services including hardware, software and competence development services.
For more information on Nokia’s offering for customer experience management, follow this link. To share your thoughts on the topic, join the @NSNtweets discussion on Twitter using #CSPCX or join the industry discussion on Customer Experience Management in LinkedIn CSPCX-Group.
Zain is a leading telecommunications operator across the Middle East and Africa providing mobile voice and data services to over 46.2 million active customers as of 31 March, 2014. With a commercial presence in 8 countries, Zain operates in: Kuwait, Bahrain, Iraq, Jordan, Saudi Arabia, Sudan and South Sudan. In Lebanon, the Group manages ‘touch’ on behalf of the government. In Morocco, Zain has a 15.5% stake in ‘INWI’, through a joint venture. Zain is listed on the Kuwait Stock Exchange (stock ticker: ZAIN).
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