‘We are taking CEM to the next level of performance’
How do you see the CEM pla orm growing in India?
Nokia Siemens Networks has long played a pioneering role in developing solu ons for Customer Experience Management (CEM). Now we are taking CEM to the next level of performance, bringing together telco-it-web capabilities in a turbocharged CEM 2.0.
For Indian operators, CEM makes it possible to understand and predict customers’ unique expecta ons, behavior, and value. It will enable operators to gather real- me data from mul ple sources and generate holis c insight into network and customer behavior. In addi on, it will help priori ze and trigger concrete ac ons and drive automa on of business processes across all their departments—from points of sale & care centers to field technical opera ons.
What is NSN offering to Bhar airtel in its CEM pla orm?
Bhar airtel has chosen NSN to provide and deploy its CEM pla orm and services across India. The CEM pla orm maintains and stores real- me experience metrics for every subscriber in the network en- abling Bhar airtel to proac vely cater to its customer needs.
Our CEM solu on enables Bhar airtel to enhance its service experience.
For instance, it can proac vely correct device se ngs without any interven on from the customer care. In addition, it can assist the marketing teams by providing new insights about subscribers’ usage and preferences, and hence enhance Bhar airtel’s capabili es to create customer delight. It will enable Bhar airtel to iden fy the root cause of a problem and rec fy the same before the subscriber experiences any impairment in service delivery.
Brief us about the CEM portals that are yet to be launched in India.
There is much more in the CEM por olio that NSN has to offer. These will be offered in some me to Indian market. Some of these includes:
It provides an online portal that offers a single entry point to customer-centric dashboard views of insights.
on:
CEM on Demand:
Social Analy cs for Churn Preven-
Social analy cs products to combine usage behavior, demographics, and social networking informa on to predict churn and their likely responsiveness to various offers.
It provides easy-to-use data services across a range of devices while reducing opex through lower marke ng and customer support costs.
With the share@once product suite for social media, web, and smartphones, you can manage the end-to-end process of customer self-care.
Device Management:
Facebook Application:
Subscriber Data Management:
Unifies fragmented subscriber data into a single logical database for one or mul ple applica ons, crea ng a unified view of subscriber informa on.
akankshas@cybermedia.co.in