Using a big data platform, HUAWEI SmartCare® customer experience analytics solution offers Per Service Per User (PSPU) data analysis capabilities on the basis of correlating the data of the Business Support System (BSS) and the Operations Support System (OSS) in the telecom network. Based on the practice of customer lifecycle management, HUAWEI SmartCare® helps to identify and rectify problems in operators' network and service processes, improve customer satisfaction and Network NPS, reduce churn, and discover new business opportunities.
Mapping customer use journey, manage all customer experience indices by subjective + objective association modeling, CEI and CSI (Customer Satisfaction Index) correlation rate of 87%.
Multi-dimensions customer segmentation based on O+B data analysis capability to help CSPs increase marketing campaign success rate, enhance business.
Estimate every customer Network NPS, identify potential detractors with network root cause to improve network NPS.
OSS+BSS big data analytics, 4 months early churn prediction reduces retention cost and improve retention success rate.
Use OSS+BSS and NPS survey data to predict per user’s Network NPS through big data analytics capability, help CSP improve Network NPS by potential detractor retention.
OSS+BSS association churn analytics, better retention result due to 4 months early- churn prediction model and with root cause analysis.
The N&SQI (Network and Service Quality Improvement) solution aims to provide superior network service experience and thereby enhance the Operator’s brand image.
Improves GSM/UMTS/LTE network performance, improves network resource utilization, resolving network problems such as call drop, resource congestion, handover failure, access failure.
SQM E.O.T is the main product supporting SOC solution which provides one-stop service quality management solutions, helps operators transformation from network-centric operations to service-centric operations.
Helps to identify and rectify problems in operators' network, update service processes, target customer satisfaction improvement, help discover new business opportunities, and deliver proactive customer care.
As a customer experience management platform, SEQ Analyst uses big data analysis to manage service quality and network performance, handles customer complaints and supports precision and real-time marketing.