Established companies used to create consumer demand. Now, they increasingly face digitally creative and entrepreneurial individuals who often come up with the most innovative concepts. These are the ones who are changing the way business is being done.
Realizing this, Finnish operator DNA has selected Ericsson to offer a customer experience management (CEM) solution based on user data consolidation (UDC) for real-time data consolidation and exposure. This solution will allow DNA to solve customer-care problems in a quicker and more efficient manner than was previously possible.
The company hopes to see a considerably enhanced end-user experience as a result.
Ericsson came up with a team of technical experts whose main focus has been to gauge the requirements of the customer-care organization, and support DNA in coping with increased demand for high-quality services and user experiences.
The DNA Customer Care center caters to more than three million users, a high proportion of whom are mobile broadband users seeking high standards of service.
“DNA's focus on end-user satisfaction and operational efficiency and Ericsson's expertise in optimizing service have combined in this project to support a new generation of mobile broadband users who constantly pose new challenges to the customer experience management area,” said Magnus Furustam, head of Product Area Core and IMS, Ericsson Business Unit Networks.
Recently, TMC’s Madhubanti Rudra reported that Wataniya Telecom, Kuwait's leading mobile telecommunications operator launched a new mobile internet project in partnership with Ericsson. The companies completed the second phase of the project that concentrates on convergence of charging and billing. Ericsson combined its Charging System 5.0 (CS 5.0) into Wataniya Telecom's existing infrastructure and the IN Pre-paid Platform was removed as part of the project.
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