Vodafone Group Selects Ericsson For Global Customer Experience Management

Ericsson Expert Analytics has been selected by Vodafone Group as a strategic solution for Customer Experience Management (CEM) across 22 countries.

Ericsson Expert Analytics is a real-time, end-to-end, big data analytics solution that enables operators to predict customer satisfaction, understand probable cause, and automatically take the next best action to improve experience.

The global agreement follows a successful market trial of the offering by Vodafone Spain, which is the first of multiple rollouts already underway as Vodafone targets a unified CEM strategy across its markets.

Ericsson Expert Analytics, together with Ericsson CEM Consulting & Systems Integration, helps operators realize the full potential of actionable network and customer behavior insights.

The offering is supported by productized use cases and technologies that span mobile consumer and enterprise services, as well as fixed-line and TV-focused offerings.

Insights are driven directly to the desktops of key internal groups, including the service operations center, customer care and marketing.

As operators seek to boost their Net Promoter Scores, Ericsson's patent-pending Service Level Index (SLI) offers a real-time view of how the customer experience measures up at any given moment, offering opportunities to make quick changes with positive impacts, and close the gap between technical KPIs and NPS.

Ericsson's deep domain expertise - based on years of research, annual user studies and customer projects - is embedded in Ericsson Expert Analytics, providing superior data models and business rules to drive actionable insights from big data.

Time-sensitive, closed-loop actions can be triggered or actuated toward either the network or customers, resulting in improved experience.

This functionality represents an advance over alternative approaches that require manual actions based on collected data.

Speaking on the partnership, Ove Anebygd, vice president and head of Solution Area OSS/BSS, Ericsson, said: "Vodafone undertook a rigorous evaluation process of CEM solutions to meet its global requirements. Ericsson is proud to be selected as Vodafone's sole preferred CEM solution provider and we look forward to partnering on this important initiative."

Operators must become agile as they support services across networks, offer a range of plans and push the limits of innovation.

Ericsson helps customers meet changing demands with a comprehensive, unified OSS and BSS product suite that combines business, IT and network capabilities.