Business-Operations-Center

Huawei

Service Operations Center

HUAWEI SmartCare® SOC Solution enables CSPs to establish CPPP (Criteria, People, Process, Platform) based Service Operations Center (SOC), which help CSPs transform to profit motivated and user centric service operations.

Business Value
  • 10 4

    Cross-Department Collaboration


    Collaborates with different departments on user-centric service operations to improve operation efficiency, revenues, and customer satisfaction.

  • 1 1

    Satisfying Customer Requirements and Business Objectives

    Identifies and eliminates key factors that affect user experience in the customer lifecycle and reduces churn rate to achieve business objectives. Helps carriers increase revenue and satisfy the personalized experience requirements through diversified marketing activities and customer service.

  • 9 3

    Internal and External Monetization


    Maximizes the value of carriers' telecom data assets. SOC internally improves the service operation efficiency, and externally enhances the experience monetization capability of self-operated services and vertical industry services.

Solutions

  • 5G Service Experience Management

    Continue build end-to-end network and service management capability & competence to support new service operations efficiency & effectiveness.

  • Service Quality Management

    Through the full service (VoLTE, IoT, video, OTT, IPTV, 5G etc.) quality management and proactive value users experience assurance, providing problem demarcation and closed loop recommendations to improve network operation & maintenance efficiency and user experience.

  • Customer Complaint Management

    Automatically demarcates complaints, handles complaints in real time, and analyzes common issues. This improves carriers' complaint handling efficiency and increases customer satisfaction.

  • High-Value User Experience Assurance

    Proactively ensures the experience of high-value user groups (such as roaming users and enterprise users) to improve user stickiness and satisfaction.

  • Smart Insight

    Smart insight into user experience and user value to help senior executives make decisions, maximize network return on investment (ROI), and achieve business objectives.

  • Service Operations Transformation

    Provides a transformation methodology that helps carriers implement user-centric service operations.

Success Stories

China Unicom: Enhancing the user experience

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HUAWEI SmartCare® Enables HKT to achieve superior customer experience

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Resources