Bahraini telco Batelco has chosen Ericsson Expert Analytics (EEA) as a strategic solution for Customer Experience Management (CEM) across Bahrain. The rollout is underway as Batelco targets a unified CEM strategy to improve customer experience, boost network performance, and enhance operational efficiency.
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.
The solution helps organizations predict customer satisfaction, detect experience issues, understand root causes, and automatically take the next best action to improve experience and operational efficiency. Its unique "Service Level Index" approach provides actionable insights to understand how network issues impact a customer's perception of the service experience.
Maha Abdulrahman, GM Consumer division at Batelco said, “Delivering high-quality customer care is at the heart of our business. The implementation of EEA solution gives us the optimal tools to monitor the customer experience and to proactively make adjustments as issues arise. This will enable Batelco to resolve customer-care issues in a faster and more efficient way than was previously possible. As a result, the end-user experience will be greatly improved.”
Ericsson's Consumer Lab research has shown that network performance plays a crucial role in driving customer loyalty, especially as services increasingly incorporate video and other forms of rich media. Ericsson Expert Analytics is supported by productized use cases and technologies that span mobile consumer and enterprise services like Mobile Broadband, VoLTE & IoT.
Ahmed Ben Messaoud, Ericsson Bahrain Country Manager said, “Operators must become agile as they support services across networks, offer a range of plans and push the limits of innovation. Batelco undertook a rigorous evaluation process of CEM solutions to meet its requirements. Ericsson is proud to be selected as Batelco's sole preferred CEM solution provider and we look forward to partnering on this important initiative.”
Ericsson's deep domain expertise - based on years of research and work with leading operators around the world using Ericsson Expert Analytics - is embedded in the new solution, providing superior data models and business rules to drive actionable insights from big data. Time-sensitive, closed-loop actions can be triggered or actuated toward either the network or customers, resulting in improved experience.