Bharti Airtel implements Customer Experience Management platform (CEM) for better Customer Support

Bharti Airtel India’s top telecom service provider announced the implementation of Customer Experience Management (CEM) platform into its network to optimize and enrich user experience of its customers. Airtel has chosen industrial experts Nokia Siemens Networks to provide and deploy its CEM platform and services across pan-India. Its one of the first implementation of its kind in India to enrich data services experience. The CEM platform will maintain and store real-time experience metrics for every subscriber in the network enabling Bharti Airtel to proactively cater to customer needs.

Jagbir Singh, director network group at Bharti Airtel said,“The implementation of CEM is an added impetus to our constant endeavor of offering best in class service experience to our customers across GSM, EDGE and 3G networks. It will enable us to identify the root cause of a problem and rectify the same before the subscriber experiences any impairment in service delivery. This will clearly help us maintain an edge in the mobile broadband arena.”

“Our CEM solution will enable Bharti Airtel to enhance its service experience. For instance, it can proactively correct device settings without any intervention from the customer care,” added Sandeep Girotra, head of India region at Nokia Siemens Networks. “In addition, it can assist the marketing teams by providing new insights about customers’ usage and preferences, and hence enhance Bharti Airtel’s capabilities to create customer delight.”

Main Features of CEM platform:

  • Nokia Siemens Networks’ Customer Experience Management (CEM) offering is an end-to-end approach that helps operators analyze, act upon and monetize the wealth of customer data available across their organization. It enables data collection and consolidation to improve the user experience. This helps operators support end-user demands at the right time and the right place, increasing the individual communications experience for every single customer.
  • Serve atOnce Intelligence customer and business analysis suite, which aggregates and analyzes data on the basis of network performance, service quality and use, charging and billing, roaming, service provisioning and devices in use. It provides right customer insights to tailor operator’s acquisition strategy and marketing campaigns.
  • Serve atOnce Device Manager can automatically recognize any mobile device and optimize it for the network and the range of services offered. It ensures that advanced services run on even complex devices instantly, making manual interference obsolete.
  • Nokia Siemens Networks’ subscriber data management platform, One-NDS, enables real-time data access across multiple applications. It addresses operators’ needs for a consolidated, resilient and high-capacity subscriber data repository to meet its growth targets by introducing flexibility not found in legacy database architectures.

Hope this new initiative from Airtel to enrich their customer support service, will help to provide better support to its customers. Do comment what you feel about this new CEM implementation from Airtel?

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