News : Ericsson Expert Analytics Selected by EE to Improve Customer Experience
Washington, DC, USA, May 21, 2018 -- Ericsson (NASDAQ: ERIC) has been selected by EE, a mobile operator and part of the BT Group, to deliver a customer experience management (CEM) system based on Ericsson Expert Analytics. The multi-year agreement includes software, implementation services and IT Managed Support services.
The solution will support multiple services, including 2G, 3G, 4G, VoLTE and VoWiFi, and is aimed at improving subscriber satisfaction, net promoter score, propensity to call and first call resolution rate.
Sponsor message - content continues below this message
2020 '15th annual' Global Contact Center World Awards NOW OPEN!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!
Content continues ….
Dave Salam, EE Director of Mobility and Analytics, says: "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."
Arun Bansal, Senior Vice President and Head of Market Area Europe and Latin America, Ericsson, says: "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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - ACD Considerations
More Editorial From EE
Everything Everywhere Limited, trading as EE, is a mobile network operator and internet service provider company headquartered in Hatfield, United Kingdom.
Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuos technology leadership.
Published: Tuesday, May 22, 2018