Mobile operators: Make it ‘love at first sight’ when you introduce LTE

Nokia Siemens Networks enhances Customer Experience Management for LTE

February 14, 2013
  • Nokia Siemens Networks enhances Customer Experience Management for LTE
  • Study shows up to 40% US subscribers considering leaving their service provider

Nokia Siemens Networks is enhancing its Customer Experience Management (CEM) portfolio with support for LTE (long term evolution). This will help operators ensure that their LTE customers enjoy the best service quality and experience from day one. The new capabilities in the CEM portfolio will be commercially available in June 2013 as a stand-alone package or upgrade.

“First impressions count, so it’s important to ensure high-quality customer experience right from the start of any new service,” said Lassaad Essafi, head of Customer Insight and Experience, Nokia Siemens Networks. “Our innovations in customer experience management give operators a clear view of their subscribers’ experience and proactively address problems related to service quality and customer experience in LTE networks.”

The need for a high-quality LTE customer experience is underlined by the latest Nokia Siemens Networks’ Customer Acquisition and Retention Study*. The study results showed that the likelihood to churn (change mobile service provider) in the US increased by 10% in 2012. Today, two out of five subscribers (40%) are considering a change of service provider. Similar results were seen in other mature mobile markets, following the survey of 8,700 mobile users in nine countries.

Nokia Siemens Networks’ enhanced CEM for LTE product provides key capabilities to counter these trends. Two CEM on Demand content packs, Customer Quality Insight and Competitor Benchmarking Insight, now include LTE support. This support has also been added to the company’s Service Quality Manager (SQM), Serve atOnce Device Manager, and Serve atOnce Traffica. This LTE support is complemented by the company’s full range of professional services, including system integration, network planning and optimization, and network and service operation to integrate the CEM portfolio and help operators get full benefits from CEM for LTE offering.

With the Customer Quality Insight content pack, operators are able to drive LTE service adoption by focusing on specific user groups based on device capabilities and usage trends. This content pack provides insight about why LTE subscribers are still using 2G/3G services so that operators can identify prospective customers with LTE-capable devices and launch targeted promotional campaigns to proactively encourage them to upgrade from 3G to LTE before their previous non-LTE contract expires.

LTE support in the Competitor Benchmarking Insight content pack aims to give operators a better understanding of how their customers are using services over LTE, their experience with LTE devices, trends in service use, and service adoption on their competitors’ networks.

Service Quality Manager translates network events into accurate and comprehensive insights about LTE service quality. It provides a clear map-based view of LTE service areas as well as accurate service quality indicators and the impact they have on the most popular LTE services. With SQM, operators can monitor and identify problems related to customer experience in real time in a specific location. SQM and CEM on Demand work together to correlate network information with device type, over the top (OTT) services and subscriber data in real time. This helps operators prioritize actions to proactively solve network issues, and ensure both service quality and a positive customer experience.

To learn more about these enhanced CEM for LTE capabilities, network operators, customers, press and analysts are also welcome to visit the Nokia Siemens Networks Solution Experience Center in Hall 3, 3B14, at Mobile World Congress 2013, Fira Gran Via, in Barcelona, Spain.

Further details will also be shared during the #1GBperday$ webinars on April 9 and 10, 2013. Registration for the series is open now: http://www.nokiasiemensnetworks.com/1GBperday.

For more information on Nokia Siemens Networks’ offering for customer experience management, follow this link. To share your thoughts on Customer Experience Management, join the discussion on Twitter using #MWC13, #1GBperday, #CSPCX, #MBBFuture and #mobilebroadband.