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NSN Introduces CEM for Loyalty Scores to Identify Dissatisfied Customers in Real Time

February 21, 2014

Nokia Solutions and Networks (NSN) has launched an interesting capability in the form of CEM for Loyalty Scores.  The idea is simple but important in that it is designed to gauge customer satisfaction scores in real time within the company’s Customer Experience Management (CEM) offering. The solution will enable operators to identify dissatisfied customers in real time and develop strategies for quick resolution of the concerns to increase profitability.


NSN also announced the launch of NSN CEM Umbrella Solution, an application customized for operators with business interests in different countries or regions. This enables the operators to gain consolidated visibility into customer experiences across its operating regions. The application also enables operators to benchmark their processes, identify best practices that can be replicated globally and better manage device procurement contracts and roaming deals.

Deepak Harie, head of Systems Integration at NSN, said “Our solution, combining CEM on Demand offering together with our extensive service experience can help operators better understand customer loyalty measures and makes them visible throughout the organization. This allows all operator departments to ‘feel the customer’s pulse’ and focus on the same priorities, bringing the customer to the very center of the operator business.”

Additionally, NSN also unveiled Device Portfolio Analyzer, a tool for analyzing the usage trends of specific internet enabled devices. The tool gives a feedback to the operator on the usage trends of the specified devices, thus opening up avenues for maximizing profits with optimized device portfolio.

Device Portfolio Analyzer provides detailed analysis showing the purchasing patterns for various devices, the migration trends to and from the specified device, the geographical distribution of the device and other similar information, which will help operators to build efficient device procurement deals. The Device Portfolio Analyzer is also equipped to enable third-party applications on devices compatible with the application to drive online marketing strategies and enhance data monetization capabilities for operators.

Given that telecommunications service providers have some of the busiest contact centers in the world the ability to score customer satisfaction in real time is not insignificant. Customer churn is a huge issue for operators which means the faster a company knows about trouble being more widespread than merely a one-time thing, the better its chances of enabling agents to do what is necessary to keep problems of going viral and keep customers happy by improving meantime to resolutions.




Edited by Peter Bernstein



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