Huawei expanded its Smartcare CEM (customer experience management) solution to cover fixed-line as well as mobile networks.
The vendor partnered with HKT in Hong Kong and China Mobile Henan to extend the capabilities, and is now offering the new capabilities to other customers globally, said Jack Zhou (pictured) ,Vice President of Huawei Global Technical Services, President of Network Solution & Integration Services Dept.
“We have listened to our customers who tell us that IPTV and high-speed internet services are strategically important to them,” said Zhou at Operations Transformation Forum 2016.
After deploying Smartcare CEM, China Mobile Henan reported a 67 per cent reduction in mean time to repair for broadband customers and a 20 per cent drop in customer complaints. It attributed the reductions to both improved reactive care as well as the introduction of proactive care policies driven by the deployment.
The company has seen a 32 per cent increase in customer satisfaction, said Yan Xiaohong, VP of operations.
HKT tested Smartcare CEM with two demanding customer segments – IPTV 4K users viewing live sport and 24/7 retailers that require point-of-sales equipment to be always online – and found that it lowered churn for the two target groups.
Lee Wai Kin, HKT’s SVP of planning and operation, said the platform allows it to gain network insight to detect problems before the customer even realises anything is wrong.
Smartcare CEM provides a service view, which is a visualisation of IPTV service quality, as well as a customer surveillance view, which gives the call centre representative more insight into what the user is actually experiencing, he said.
Lee said that the ‘fast detection, fast identification and fast restoratio’ approach is now out dated. “Now we need to detect faults before they affect the network and impact the customer experience.”
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