Customers drive the way services are delivered by communication service providers today. They are using new technologies such as GSM voice, data, SMS, USSD or other value-added services to communicate. They expect better networks as well as enhanced customer service levels. This shift is forcing operators to redefine services and improve their relationship with them to increase customer retention and boost their bottom line. This paper identifies the need for operators to create an optimal balance and combined operations between the network operations center (NOC), service operations center (SOC), and experience operations center (EOC) to track customers on the network, identify, and enhance their experience.
At Cyient, we leverage a well-defined methodology, customer experience insights, and data analytics to provide robust support to CSP operators in effectively mapping their network and service KPIs to customer experience KPIs. Download this white paper to learn how we help you deliver an ideal customer experience through the implementation of the right assurance tools, by driving actionable Insights, and enabling robust service modeling that can track customer experience.
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