Bharti Airtel implements CEM from NSN

Bharti Airtel has implemented a Customer Experience Management (CEM)platform to optimize and enrich user experience of its customers. This is the first implementation of its kind in India for enriching data services experience.

The company has chosen Nokia Siemens Networks to provide and deploy its CEM platform and services across India. The CEM platform will maintain and store real-time experience metrics for every subscriber in the network enabling Bharti Airtel to proactively cater to customer needs.

“The implementation of CEM is an added impetus to our constant endeavor of offering best in class service experience to our customers across GSM, EDGE, and 3G networks,” said Jagbir Singh, director network group at Bharti Airtel.

It will enable us to identify the root cause of a problem and rectify the same before the subscriber experiences any impairment in service delivery and will clearly help us to maintain an edge in mobile broadband arena he added.

,p> “Our CEM solution will enable Bharti Airtel to enhance its service
experience. For instance, it can proactively correct device settings
without any intervention from the customer care,” added Sandeep Girotra,head of India region at Nokia Siemens Networks.

In addition, it can assist the marketing teams by providing new insights about subscribers’ usage and preferences, and hence enhance Bharti Airtel’s capabilities to create customer delight he added.

CEM draws customer insight data from multiple sources, including the network, service and device performance, real-time subscriber experience and operator services.

It enables data collection and consolidation to improve the user experience and helps operators support end-user demands
at the right time and the right place, increasing the individual
communications experience for every single customer.