In 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 solution will maintain and store real-time experience metrics for every subscriber in the network, enabling Bharti Airtel to proactively cater to customer needs.
According to Jagbir Singh, director of the network group at Bharti Airtel, It [the solution] 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, said 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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