Ericsson has joined forces with Pegasystems in a bid to improve the customer experience that operators offer their subscribers.

The global partnership sees Ericsson make use of the Pega Marketing application, whose Next-Best-Action capabilities are designed to anticipate customer needs in real time.

It then provides an offer or content to the customer “at the right channel at the right time”.

Combined with Ericsson's existing OSS/BSS portfolio, the two companies said operators would be able to deliver “personalised and consistent interaction to enhance every phase of a customer's journey”.

Paolo Colella, VP and Head of Consulting and Systems Integration at Ericsson, commented: “Our complementary capabilities will enable our customers to deliver a superior omnichannel retail experience and advanced customer service.

“This will enable digital telco service providers to increase their ability to upsell, cross-sell and ultimately retain customers."

Pegasystems' entire portfolio will made be available to Ericsson in the future.

Meanwhile, Ericsson has updated its inventory solution in a bid to improve the visibility and control that operators have over their network assets.

Adaptive Inventory 9.3 replaces the vendor’s Granite Inventory solution and provides what Ericsson claimed is a “360 degree-view of dynamic network and service assets”.

It uses data from a range of sources, including past, present and future configurations, and features an enhanced Unified Inventory Engine, intuitive web interface, component-driven design automation and system extension kit.

Operators can build customised applications themselves, Ericsson said.

Elisabetta Romano, VP Head of OSS & Service Enablement at Ericsson commented: "Ericsson Adaptive Inventory builds on a powerful software solution that is deployed around the world and sees Ericsson continue to redefine inventory management with capabilities that our customers need to be successful.

“Access to accurate network data positions operators for better decision-making, including the ability to predict the future-state network from a combination of current and proposed network plans.”

 

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