Huawei is working with Dynatrace to jointly innovate and develop the first holistic ICT Customer Experience Management (CEM) solution.
This collaboration will see the telecommunications CEM industry evolve from network
based experience management to a whole customer lifecycle based ICT end-to-end integrated service experience management.
Unlike the telco industries traditional CEM solutions, the ICT-based CEM solution will focus on customer lifecycle based ICT integrated service experience management, which fully covers the customer experience at any ICT touch points, including customer awareness, buying services, using services, seeking customer support, to recommendation and sharing with others.
It also encompasses the omni-channel capability which enables connected customer experience across all traditional and digital channels.
Under the operators’ ICT transformation wave, in order to meet end users and enterprise customers’ increasingly demanding personalized and diversified experience requirements, Huawei SmartCare manages experience across the customer lifecycle by associating QoE, service quality and network performance and creates customer centricity, superior experience, and efficiency.
By collaborating with Dynatrace, Huawei is looking to transform service management into a future-proofed fully digital ICT integrated service experience management.
This will be done by helping operators measure the true perceived end-to-end ICT integrated service experience from end users, network channel (FBB or MBB) to servers or applications with service insight capability of complex deployment environments like IT clouds and virtualization.