Telecom operators must tap the benefits of Big Data analytics capabilities to understand the dynamics of service demands and packages verities to provide more contextual offers to the public, said experts at a recent forum in Dubai, UAE.

Top industry authorities teamed up with Huawei, a leading global ICT solutions provider, to explore innovative ideas for operators to assure a superior customer-service experience and cope with the dynamics of a service-driven digital economy at the fourth annual “Customer Experience Management in Telecoms Middle East Summit”.

Summit participants were unified in their recognition that customer demands and behaviours in the region are becoming increasingly differentiated, with the public looking for a superior service experience whether for business, entertainment, social media, or international roaming connectivity.

Zhou Qingwei, regional vice president of Huawei Middle East, also shed light on how operators can derive further commercial benefits from their investments in customer experience management infrastructure. Such an approach implies creating agile platforms with more options for personalized user preferences, the use of predictive network benchmarking, and methods for improving resolution times through an orchestrated service operation center.

“Customer experience management is a complex, evolving discipline. The public’s requirements are evolving and the capabilities of modern ICT networks are also increasing. By enhancing our own SmartCare solutions, Huawei is committed to helping operators better connect to  their customers and be better prepared to meet their needs dynamically; maximizing the value of their CEM investments,” said Qingwei.

During the summit, VIVA Kuwait was honoured by industry organizers with the “Best CEM Culture Transformation Programme” having utilized Huawei’s SmartCare solution to help enable easy handling of a growing portfolio of data-rich communication offerings.

A new generation of Customer Experience Management (CEM) platform is now being advanced within the Middle East to empower operators with a holistic approach to excel the quality of customer services.

Huawei’s own SmartCare framework enables operators to offer better subscriber experience and swiftly identifies subscriber concerns, a statement said.

A strategic component of Huawei's professional service portfolio, the award-winning SmartCare solution has already been deployed for several tier-1 global operators and is currently under implementation for leading service providers in the Middle East, according to the statement. – TradeArabia News Service