Ericsson Expert Analytics has been selected by Batelco Bahrain as its strategic solution for Customer Experience Management (CEM) to improve customer experience, boost network performance, and enhance operational efficiency.
The real-time, end-to-end, big data analytics solution helps organizations to predict customer satisfaction, detect experience issues, understand root causes, and automatically take the best actions to improve experience and operational efficiency.
The unique Service Level Index approach of Ericsson Expert Analytics provides actionable insights to understand how network issues impact customers’ perceptions of the service experience.
Maha Abdulrahman, GM Consumer division, Batelco says: “Delivering high-quality customer care is at the heart of our business. The implementation of Ericsson Expert Analytics 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.”
Ahmed Ben Messaoud, Country Manager, Ericsson Bahrain, says: “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 Customer Experience Management solutions to meet its requirements. Ericsson is proud to be selected as Batelco’s sole preferred Customer Experience Management solution provider and we look forward to partnering on this important initiative.”