Vodafone has selected Ericsson’s Expert Analytics platform for 22 markets following a trial in Spain, the pair said at Mobile World Congress (MWC) in Barcelona.
The Spanish trial has moved to a full deployment, they said, and Vodafone is already launching the vendor's proposition with certain other of its operating companies as well, with a wider rollout scheduled.
Further precise details were not disclosed, but Ericsson said the UK-based operator wanted to use the solution to improve its customer experience management.
Expert Analytics solution is designed to make big data insights available to operators from across their network infrastructure and customer touch points in real time. It is intended to help operators predict customer satisfaction, and head off issues.
It provides automated ‘next-best actions’ in the event of network errors and customer queries, and can be orchestrated to deliver live marketing and promotional offers to customers in relevant circumstances.
Ericsson said insights are delivered to the desktops of key internal groups, including the service operations centre, customer care and marketing.
Usage spans mobile consumer and enterprise services, as well as fixed-line and TV-focused offerings.
Ove Anebygd, Vice President and Head of Solution Area OSS/BSS at Ericsson, said: “Vodafone undertook a rigorous evaluation process of CEM solutions to meet its global requirements. Ericsson is proud to be selected as Vodafone’s sole preferred CEM solution provider and we look forward to partnering on this important initiative.”