Solution aimed at improving EE subscriber satisfaction, net promoter score, propensity to call and first call resolution rate
Ericsson has been selected by EE, the UK’s largest mobile operator and part of the BT Group, to deliver a next generation customer experience management (CEM) system based on Ericsson Expert Analytics. The multi-year agreement includes software, implementation services and IT Managed Support services.
The solution will support multiple services, including 2G, 3G, 4G, VoLTE and VoWiFi, and is aimed at improving subscriber satisfaction, net promoter score, propensity to call and first call resolution rate.
Dave Salam, EE director of mobility and analytics, said: “With Ericsson Expert Analytics supporting our new customer experience management capability, we will be better able to understand our customers’ experience in real time, and the detailed insights provided will help us keep improving network quality.”
Arun Bansal, senior VP and head of market area Europe and Latin America, Ericsson, added: “This is another significant milestone in our relationship with EE and an important deal for us in the field of IT. The introduction of Ericsson Expert Analytics will enable more effective customer care and service operations, allowing EE to proactively resolve issues before they have an impact on subscriber satisfaction.”
Ericsson Expert Analytics will measure the perceived customer experience for each subscriber, providing actionable insights based on data collected in real-time from network elements and probes, as well as from operations and business support systems.