Nokia Networks has unveiled extensions to its Customer Experience Manager (CEM) suite to enable operators to more efficiently deal with customer complaints and technical troubleshooting.
CEM Office features the vendor's new Preventive Complaint Analysis service, which collects data on how customer complaints correlate with network performance and give operators a clearer picture of where problems are occurring.
The Finland-based vendor said a Tier 1 Chinese operator trialled the service over a one-year period, leading to a reported 38 percent decrease in network and service-related customer complaints, as well as a 66 percent growth in the number of complaints that were resolved within the first call.
The company also introduced a new Reporting Suite for Customer Care as part of Nokia Performance Manager, which collates historical and real-time data including network alerts and KPIs, and presents the results on a dashboard for technical support operators.
In doing so, operators are given a clear overview of the network that allows them to pinpoint and resolve issues more swiftly, Nokia Networks said.
Telenor Denmark, which has trialled the service, claimed it reduced the length of customer care calls by up to 30 percent, from an average of 11 minutes down to eight minutes.
Claus Nielsen, OSS Senior Developer at Telenor, said: “We aim to provide the best customer service of any operator in Denmark. The new Nokia Networks Performance Manager solution supports that aim and is already aiding us to deliver significantly better customer service levels. Plus, we are able to work more efficiently, which reduces our customer care costs.”
Balazs Bakos, Head of CEM Services and Systems Integration at Nokia Networks, commented: “Our portfolio for Customer Experience Management is built around use cases, and we continue to innovate in this space together with leading operators.
”Results such as being able to identify 200,000 additional subscribers for a 3G up-sell or increasing network availability by 20 percent at an individual cell level, are all tangible results from our projects."