TeliaSonera has selected an Ericsson Customer Experience Management (CEM) solution based on the Customer Experience Assurance (CEA) offering. With this new solution, TeliaSonera will address subscribers’ demand for high levels of service quality and user experience by proactively and more efficiently resolving customer experience issues with regards to network quality and customer support.. In addition, Ericsson’s consultants and systems integrators will support the implementation with services such as business process refinement and systems integration.
A considerable share of subscriber churn can be attributed to perceived poor levels of experience from service providers. Ericsson studies reveal that consumers judge operators according to their standards of service and support, loyalty-building initiatives, and billing and payment services. Improved network performance is vital for ensuring subscriber loyalty among smartphone users, and provides operators with a significant competitive advantage.