Ericsson unveils CEM for multi-play networks

Staff writer
B/OSS Asia

Ericsson has unveiled Ericsson Expert Analytics Release 16.1, which extends its Customer Experience Management (CEM) solution to multi-play networks.

The new release promises operators a holistic, 360-degree view of multi-play and fixed-line customer experience. The software-based solution will become available in the fourth quarter of 2016.

Ericsson Expert Analytics Release 16.1 leverages Ericsson's global experience to provide actionable insights that span mobile consumer and enterprise services, as well as TV-focused offerings, and now also fixed-line and multi-play services. As a result, operators gain end-to-end, 360-degree insights from a single platform, regardless of service or network being utilized at the moment.

Ericsson Expert Analytics is a real-time, end-to-end, big data analytics solution with unique applications addressing the needs of many organizations, ranging from engineering, service operations and customer care to product management and marketing.

"Ericsson Expert Analytics has been very successful in the mobile marketplace, with several tier one operators relying on the solution globally,” said Thomas Kinnman, head of product line for CEM and Analytics at Ericsson.

“Ericsson Expert Analytics Release 16.1 adds Service Qualify Management functionality and related use cases to improve customer experience and operational efficiency for fixed and multi-play subscribers,” said Kinnman. “This new functionality has evolved from Ericsson's proven fixed network capabilities that are in operation at several fixed network operators in Europe, North America and Asia."

Commentary

Cash from chaos: make money with data

Allan Tan

Egidio Zarrella, Asia Pacific head of banking and capital markets, KPMG, says that banks sit on huge amounts of customer data

Allan Tan

Egidio Zarrella, Asia Pacific head of banking and capital markets, KPMG, says that banks sit on huge amounts of customer data

Lachlan Colquhoun

The rise of fintech and the explosion of digital social media already blurs the traditional lines of corporate responsibility