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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.
Net Promoter Score (NPS®) is the most popular and proven metric for measuring and acting on customer loyalty data. And NPS has strong correlation with revenue growth. HUAWEI SmartCare CEM use OSS+BSS data, Telco and psychological knowledge, and big data analytics, analyzing subjective and objective factors which influence costumer’s attitude, predicting every individual customer’s probably NPS survey result.
NPS analytics also can help CSPs identify the potential network/ service risk which related to network NPS, and through site planning/ optimization priority adjustment, service quality improvement, etc to improve customer experience and network NPS.