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.

Click here to watch videos from the European Communications Customer Experience seminar 2016

More News

Nokia CEO “cautiously optimistic” as business improves in first quarter Nokia CEO “cautiously optimistic” as business improves in first quarter Nokia CEO Rajeev Suri said he was cautiously optimistic about the year ahead as he unveiled improving Q1 financials. More detail
Orange CEO says strategy is bearing fruit as he unveils Q1 figures Orange CEO says strategy is bearing fruit as he unveils Q1 figures Orange continued to improve its financial performance in the first quarter as sales and earnings rose. More detail
Vodafone and Proximus extend Belgium, Luxembourg agreement to 2022 Vodafone and Proximus extend Belgium, Luxembourg agreement to 2022 Vodafone and Proximus have renewed a strategic partnership that will see the two operators continue to offer joint products and services in Belgium and Luxembourg. More detail
Telia lowers Uzbek fine expectations, finally sells Tcell, as it reports Q1 numbers Telia lowers Uzbek fine expectations, finally sells Tcell, as it reports Q1 numbers Telia has said it hopes to pay less than anticipated for alleged corruption in Uzbekistan, as it finally sold off its opco in Tajikistan. More detail
KPN sees wholesale problems add to its business woes in Q1 KPN sees wholesale problems add to its business woes in Q1 KPN’s wholesale arm registered a double-digit decline in sales in the first three months of the year, although the operator made headway on improving its profits. More detail
    

@eurocomms