With fierce competition in telecom industry, all operators spare no effort to improve their own service quality, especially pay much greater attention to the network service quality. However, it may bring out new questions – Can customers really feel improved service qualities when network quality is increased gradually?
Are customers really satisfied when the operator improves all KPIs such as network accessibility, retaining ability, and integrity to 100 percent? In a word, there is a gap between the experience that the customers really sense and the traditional network service quality.
ZSmart Customer Experience Management System is such a bridge to fill in the gap. It can evaluate experience of end users on services and networks precisely, reflect difference between actual service/network quality and that expected by users and in turn guide the operation and maintenance of networks and equipments.
ZSmart CEMS KPI Evaluation
ZSmart CEMS is a comprehensive solution for customer experience management. It includes SQM and CEM layers. SQM manages service quality based on networks, provides different service quality indices for different services and provide end-to-end service quality monitoring. CEM measures customer experience and supports weighted KQIs by analyzing customers’ focus points on services and establishing CEIs closer to customer’s perception.
ZSmart CEMS can help operators monitor and improve quality of customer experience and form efficient customer care mechanism to improve customer satisfaction, provide assured SLA attraction and retain high-value enterprise customers.
Help operators know about action, idea, preference, and dislike of customers to attract and retain customers;
- Ensure to address customer SLA requirements;
- Monitor end-to-end service quality to improve customer satisfaction;
Analyze customer behaviors to provide analysis basis and triggering conditions for event-based marketing and increase operators’ revenues.