NEC launches customer experience proposition
NEC Europe has announced a new offering to help communication service providers (CSPs) improve customer experience. NEC provides a single, unified solution across the network, service and customer layers, designed to reduce cost and churn, and to increase ARPU and differentiation.Taking a holistic approach, NEC combines its professional services and IT and network experience with its automated big data analytics tools. This enables it to deliver a predictive and preventative solution, rather than a standalone network optimisation service that is commonly offered to CSPs today.
Traditional variables such as voice and video quality, coverage, SMS reliability, data throughput and responsiveness are combined with innovation from NEC Labs to provide a service that can be aligned directly to the subscriber experience, and therefore to the CSP’s business.
“Many different factors affect customer experience, and only end-to-end analytics can provide reliable, proactive problem avoidance,” said Ian Ashford, the general manager and head of Carrier Solution Sales at NEC Europe. “NEC’s new solution and services provide the comprehensive view and proven analytics expertise that operators need to improve customer experience. Where customer experience is improved, this means that end users subscribe to additional services and are less likely to churn, and the operator increases their profitability.”