Beijing Mobile, a branch of the leading Chinese operator, China Mobile, has selected Nokia Solutions and Networks to implement its Quality of Experience (QoE) solution — an end-to-end approach that helps operators analyze, act upon and monetize the wealth of customer data available across their organization.
Specifically, NSN will collect fault, performance and configuration data from the network, to which it will add insights from its Serve atOnce Traffica system. This will allow Beijing Mobile to enhance customer satisfaction with voice, text messaging, web browsing, instant messaging and local social media services, such as Weibo. NSN will then develop a new service platform for the operator to address subscriber needs directly for a superior customer experience.
NSN’s Customer Experience Managemen (CEM) draws customer insight data from multiple sources, including the network, service and device performance, real-time subscriber experience and operator services. It enables data collection and consolidation to improve the user experience.
“Beijing Mobile is responding to the needs of the ever-growing number of mobile internet users with a strategy that focuses on subscriber experience and ongoing O&M transformation instead of traditional network KPIs,” said Xue Rui, head of Delivery in Greater China region at NSN. “NSN helps operators understand the behavior of their subscribers better so that end user needs can be addressed quickly and directly with the new, sustainable customer service business model.”
