Indian telecom giant puts focus on customer experience

One of India’s major operators is deploying a new Customer Experience Management (CEM) platform across the country. Bharti Airtel is implementing Nokia Siemens Networks’ platform to maintain and store real-time experience metrics for every subscriber in the network, enabling the operator to cater for customer needs.

“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,” said Jagbir Singh, director network group at Bharti Airtel. “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.”

“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,” added Sandeep Girotra, head of India region at Nokia Siemens Networks. “In addition, it can assist the marketing teams by providing new insights about subscribers’ usage and preferences.”

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