Service Operations Center

Service Operations Center

HUAWEI SmartCare® SOC Solution enable CSPs to establish CPPP (Criteria, People, Process, Platform) based Service Operations Center (SOC), that help CSPs to transform from network centric operations to profit motivated & user centric service operations.

Customer Value

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Enable the visualization of the customer experience to both senior management and customer support staff in order to improve the manageability of the customer experience

CE Dashboard, SOC surveillance screen

用户体验

Expedite response to users from days to minutes, improve CSPs customer service quality with fast customer complaint handling

Terminal - network - 3rd party fast demarcation engine,support 15+ issue categories,improve FCR & AHT.

卓越性能

Fast accurate demarcation of non-network related issues, to support end-to-end resolution of customer problems and improve the brand experience.

Fast service quality issue demarcation, fast OTT service modeling

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Improve proactive care capabilities for value-user experience, satisfying customer relationships, and increasing revenues.

Proactive care for VIP customer experience (KQI based), identify network failure cause by automatic analysis based on fault tree.

Success Stories

Related Solutions

N&SQI Solution

The N&SQI (Network and Service Quality Improvement) solution aims to provide superior network service experience and thereby enhance the Operator’s brand image. 

Customer Experience Analytics

helps to identify and rectify problems, improve customer satisfaction and Network NPS, reduce churn, and discover new business opportunities.