Ericsson expands CEM solution to include fixed, multi-play networks

ericsson, customer experience

Ericsson has updated its flagship customer experience product to include data from fixed and multi-play services.

The Sweden-based vendor said the new release of its Expert Analytics solution enabled converged operators to gain “360-degree” insights about all of their customers from one single platform.

The solution can predict customer satisfaction, detect experience issues, understand root causes, and automatically take the next best action to improve experience and operational efficiency, Ericsson said.

The software will be commercially available before the end of the year.

Thomas Kinnman, Head of Product Line, CEM & Analytics at Ericsson, said: “Ericsson Expert Analytics has been very successful in the mobile marketplace, with several tier one operators relying on the solution globally.

“Ericsson Expert Analytics Release 16.1 adds Service Qualify Management functionality and related use cases to improve customer experience and operational efficiency for fixed and multi-play subscribers.

“This new functionality has evolved from Ericsson's proven fixed network capabilities that are in operation at several fixed network operators in Europe, North America and Asia.”

[Read more: Telcos must embrace the new automated age of customer service]

Last week, Ericsson unveiled plans to combine its strategy and technology functions as part of a management reshuffle.

The vendor is still searching for a new CEO after Hans Vestberg stepped down during the summer.

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