NSN Delivers New Customer Experience, Base Station-Based Storage, App Processing Solutions
Customer Experience Management is an on-demand platform NSN announced last year. It’s essentially a portal that provides service providers with real-time information on customer network behavior, how much money the carrier is making from each customer, and the customer experience.
By using this tool, marketing, sales and other departments within a service provider can understand the experience and value of each customer and customer group.
Sandro Tavares, head of marketing-mobile core at Nokia Siemens Networks, explains that a telco might use Customer Experience Management to see if there’s an area in which service is below the expectations of customers. It can correlate data and assign each service in an area a number from one to 100; if the number is too far from 100, that could be a sign that there’s a problem.
But more than just providing general network or service health information, Customer Experience Management can show which customers are affected by any issues, giving the service provider the opportunity to reach out to high-value subscribers to present them with a special offer or let them know a resolution is in the works.
Several service providers around the globe, including Bharti in India, and Orange, are users of NSN’s Customer Experience Management.
In other Mobile World Congress (News - Alert) news from NSN, the company last week announced the Wizard of Cells game. Available for the iPad via iTunes or just via the Web, this free game helps players understand what goes into providing customers with good connectivity.
This game, aimed at raising awareness about the user experience and what actions are possible to ensure it, can be used by service providers to educate staff and/or customers.
In other recent news from NSN, the company last week launched Liquid Applications, a server blade that goes inside a base station to enable storage and app processing. The storage will enable service providers to do transparent caching of popular content at the base station, in an effort to lower latency and lighten the load on backhaul facilities. This also opens the door to new revenue opportunities for cellular service providers, who can sell caching as a service to content providers.
Liquid Applications is available now for HSPA, and will be available for LTE starting in the third quarter.
Edited by Braden Becker