Zain Kuwait has announced plans to deploy the live network monitoring, reporting and analytics software from Nokia Siemens Networks to help improved overall customer experience.

The roll-out marks the region’s first such extensive customer experience management deployments, said a Zain Kuwait statement.

Setting new standards for customer experience, Zain will deploy two new platforms, Serve atOnce Traffica and Serve atOnce Intelligence to provide improvements in mobile network quality, customer care service and tailored marketing campaigns.

With this, Zain Kuwait customers can enjoy a significantly improved overall customer experience. It will help monitor end to end network performance for each service in real time, improving the quality of every voice call and SMS.
 
Switching from traditional network-based alarms to subscriber-based alarms, Zain can prioritize customer problems with its operations department and proactively solve them even before the customer notices that there’s an issue. This will help to speed up request and complaint resolution in customer care, boosting operational efficiency.
 
Zain Kuwait is also deploying Nokia Siemens Networks’ reporting and analytics platform, Serve atOnce Intelligence (SAI).

“All our customers have different service and quality requirements and our task is to be agile and pro-active enough to know those requirements and turn this knowledge into fast network improvements or specifically tailored offerings," said Osamah Abou Seido, Management Information Systems (MIS) director, Zain Kuwait.

"In other words, we want to be a leader in customer satisfaction in the region and NSN customer experience management portfolio helps us to achieve this goal."

"Our association with Nokia Siemens Networks has been a very positive experience as they deliver what they promise," he added.
 
Mounzer El-Achmar, head of the Zain Kuwait customer team at NSN, said improving customer experience is the best way to differentiate from the competition.

“In that respect, Zain has shown great foresight in not just focusing on reactive problem solving in customer care but emphasizing the delivery of an improved customer experience at each stage in the customer journey,” he added.-TradeArabia News Service