Huawei has established the industry’s first Customer Experience Transformation Center (CETC), which leverages the development of Telco Customer Experience Management (CEM).
The new center will provide a CEM ecosystem dedicated to developing CEM solutions that align with carriers’ business objectives, bringing them “verifiable business value.”
Through techniques such as CEM maturity assessment, multi-channel customer journey mapping and use cases for design and verification, CETC will provide carriers with the processes they need to evolve towards experience-centric operations.
Also, Bakcell of Azerbaijan chose the Huawei SmartCare CEM solution to build up a new service quality evaluation indicator system.
With the deployment of the SmartCare system, Bakcell expects to be able to implement E2E multi-vendor network quality monitoring and analysis, and per user real-time, multi-dimensional voice and data services management and assessment.