UK’s EE selects Ericsson to improve customer experience

Ericsson has been selected by EE, UK’s mobile operator and part of the BT Group to deliver customer experience management (CEM) system based on Ericsson Expert Analytics, the company said on Monday.

The solution is expected to improve EE subscriber satisfaction, net promoter score, propensity to call and first call resolution rate. It will support services including 2G, 3G, 4G, VoLTE and VoWiFi, and will be supported by Ericsson Managed Services.

“With Ericsson Expert Analytics supporting our new customer experience management capability, we will be better able to understand our customers’ experience in real-time, and the detailed insights provided will help us keep improving network quality,” said Dave Salam, EE Director of Mobility and Analytics.

“This is another significant milestone in our relationship with EE and an important deal for us in the field of IT. The introduction of Ericsson Expert Analytics will enable more effective customer care and service operations, allowing EE to proactively resolve issues before they have an impact on subscriber satisfaction,” said Arun Bansal, Senior Vice President and Head of Market Area Europe and Latin America, Ericsson.

Ericsson Expert Analytics will measure the perceived customer experience for each subscriber, providing insights based on data collected in real-time from network elements and probes, as well as from operations and business support systems. The multi-year agreement includes software, implementation services and IT Managed Support services.