Customer Experience Management Center Case Stduy

ZTE Customer Experience Management Center (CEM) system had already more than 50 global references by the end of June 2013. Figure 1 illustrates part of references.

  

 

Figure 1  ZTE CEMC Global References

  

 

 

Table 1  ZTE CEMC/SQM Case list

 

>>Telenor Hungary CEMC Project

 

Project Background

Telenor Hungary, which is fully held by Telenor Group, ranks No.2 in the mobile telecommunication market in Hungary and has about 34% local mobile marketing shares.

Telenor Hungary has nowadays owned about 3.8 million mobile subscribers with about a 3% to 5% growth rate per year.Until now, Telenor Hungary has constructed more than 3400 base stations domestically.

  

Challenges to Telenor

As most of operators, Telenor Hungary is facing the same challenges:

  • The existing networks are becoming more and more complex, and it is hard to guarantee network quality. The operating expenditure is increasing continuously.
  • Traditional KPIs cannot properly evaluate service quality and customer experience for new services.
  • User complains are increasing.
  • Revenues increase slowly with a low rate of return.

ZTE's Solution

By the analysis of the existing networks of Telenor Hungary, ZTE provides a CEMC solution. The CEMC-related network topology is illustrated in Figure 3.  

Figure 3  CEMC Topology of Telenor Hungary

ZTE CEMS system provides the following functions:

  • Specific service analysis (Facebook and Twitter)
  • VIP/VAP customer experience assurance
  • Terminal analysis
  • Smart policy control (collaborate with PCC)
  • Customer experience based Business Intelligence (BI)
  • SLA Management

Figure 4  Facebook Summary Analysis

Figure 5  Twitter Trend Analysis

Project Achievement

The project is implementing, and part of function modules is online, for example, Facebook analysis and Twitter analysis.

>>China Telecom Jiangsu CEMC

Project Background

China Telecom is a 3G CDMA operator with 144 million mobile subscribers in China. Jiangsu telecom is a subsidiary of China telecom, responsible for Jiangsu province business.

Jiangsu province is one of the most economically developed regions in China. There are many universities and high-tech enterprises in Jiangsu. Accordingly, 3G services such as IM, Micro Blog, and Mobile Video are very popular, and 3G subscribers are continuously increasing.

Challenges to Jiangsu Telecom

  • Increasing user complaints about data service
  • Lack of user data for network expansion
  • Lack of user experience for terminal promotion

ZTE Solution

Figure 6  CEMC Topology of Jiangsu Project

ZTE CEMS system provides the following functions

  • QQ(IM) service analysis

    >QQ uplink interaction success rate

     >QQ access rate analysis

Figure 7  QQ Service Analysis

  • HTTP service analysis

    >Web page response rate analysis

  >Web page response time analysis

  >Web page download rate analysis

  >Web page time delay analysis

Figure 8  HTTP Service Analysis

  • Weibo (MicroBlog) service analysis

  >Weibo refresh/release response rate analysis

  >DNS response delay/refresh delay analysis

  >TCP setup time delay analysis

Figure 9  Weibo Service Analysis

  • Multidimensional optimization analysis

  >Multi-service index

  >Service Top N query

  >Index multi-dimension analysis

Figure10  Multidimensional Optimization Analysis

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  • Real time monitoring

  >Hot sport monitoring

  >Single user real time monitoring

  >Service real time monitoring

   

  • Single user multi-dimension analysis

  >Single user data service speed and traffic analysis

  >Single user exprience score

  >VIP/VOP analysis

Figure11  Single User Multi-Dimension analysis

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  • Terminal analysis

  >Vendor comparison analysis

  >Traffic TOPn terminal analysis

  >Terminal OS ratio analysis

  >Service traffic ratio analysis

Figure 12  Terminal Analysis

Project Achievement

After the CEMC system operated together with network optimization, Jiangsu Telecom’s network was improved obviously. User complaints about data service were decreased by 8%. The one-time connection success rate of IM (QQ) service was increased by 15%. The one-time connection success rate of HTTP service was increased by 11%.

Jiangsu Telecom sent the letter of commendation for project successes in Nov. 2012.

Figure 13  Letter of Commendation from Jiangsu Telecom

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