ZTE launches UniCare CEM

ZTE has launched a customer lifecycle experience management solution called UniCare CEM that aims to improve telecom operators' net promoter scores (NPS).

"In the use stage, ZTE UniCare CEM provides a self-service channel with data interfaces (for example, a service usage interface) for end users, reducing the number of times that customers need to get help from the operator's customer center," the company said in a statement.

It also provides the customer center with data interfaces specifically for customer center staff. In addition, it provides the operation and maintenance center with end-to-end professional services to help the operation and maintenance center to quickly identify and eliminate gaps between KPIs and the user experience.

" The second is technical capacity for deep analysis. ZTE has concentrated its resources to develop UniCare CEM to analyze users' behaviors and the factors that affect user experience based on deep investigations and integrate advanced technologies, including big data technology, intelligent analysis technology and deep packet inspection technology. This system helps operators improve their NPS and contributes to improving their revenue and profitability," said Yang Jiaxiao, general manager of ZTE's service business department.