VARINDIA IT MAGAZINE

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE   HP has announced new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centers. With HP Transformation Services - Customer Engagement Management (CEM), HP can assist clients in their efforts to enhance their bottom line by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent. Additionally, clients can benefit from increasing the percentage of calls where higher-margin "add-on" features are offered to, and purchased by, the customer. "Contact centres must transform to meet the needs of customers who expect a personalized and customized experience. HP consultants help drive this transformation based on our deep heritage of contact-centre operations, industry experience and global presence, assisting clients so that they can increase revenues and customer satisfaction,...

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE   It has announced that DNA has chosen Ericsson to provide a Customer Experience Management (CEM) solution based on User Data Consolidation (UDC) for data consolidation and exposure. With the new solution, DNA benefits from reduced time per call and escalations to second-line support. Tommy Olenius, VP, Technology, DNA "Delivering high-quality customer care is at the heart of our business. The implementation of this solution gives us the optimal tools to monitor the customer experience and to proactively make adjustments as issues arise.” Magnus Furustam, Head or Product Area Core and IMS, Ericsson Business Unit Networks, said, “DNA’s focus on end-user satisfaction and operational efficiency and Ericsson’s expertise in optimizing service have combined in this project to support a new generation of mobile broadband users who constantly pose new challenges to the customer experience management area.”  For More Details ...

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE Nokia Siemens Networks has launched Customer Experience Management (CEM) on Demand portal. CEM on Demand provides a new portal as a single entry point to dashboard views of mobile operators' key performance indicators (KPIs) and recommends actions they can take to improve their customers' experience. "Understanding, listening and reacting positively lie at the heart of strong relationships. This Valentine's day, we want to put a little love back into how people feel about their mobile operator,"said Amiram Mel, Head, Customer Experience Management, Nokia Siemens Networks. Nokia Siemens Networks' CEM on Demand comprises various "content packs" combining sets of customer-centric reports and dashboards that show the insights derived from KPIs for networks, services and devices. Based on these insights, the portal recommends action to be taken to improve the customer experience. By choosing the content packs t...

VARINDIA- INDIA'S FRONTLINE IT MAGAZINE Bharti Airtel has implemented a Customer Experience Management (CEM) platform into its network to optimize and enrich user experience of its customers. The operator has chosen Nokia Siemens Networks to provide and deploy its CEM platform and services across India. "The implementation of CEM is an added impetus to our constant endeavour of offering best-in- class service experience to our customers across GSM, EDGE and 3G networks. It will enable us to identify the root cause of a problem and rectify the same before the subscriber experiences any impairment in service delivery. This will clearly help us maintain an edge in the mobile broadband arena," said Jagbir Singh, Director, Network Group, Bharti Airtel. "Our CEM solution will enable Bharti Airtel to enhance its service experience. For instance, it can proactively correct device settings without any intervention from the customer care. In addition, it can assist the market...