With the deployment of mobile 3G and 4G , mobile Internet services and intelligent terminals gained rapid development. Operators are facing fierce homogenous competition when they are developing mobile customers. To provide customers with differentiated, individualized, and high quality mobile Internet services becomes one of the sustainable and non-price core advantages. It is also the primary path for a carrier to improve customer loyalty, product innovation, and profits. The master of customer experience is the key to network operation and the improvement of customer experience.
>>Customer Experience Assurance
The purposes for providing customers with services that feature "from performance management oriented network operation to customer experience oriented network operation, and from service quality oriented optimization to network value oriented operation" are as follows:
- Analyzing customer interests and establishing an open operation platform by investigating traffic transmitted through networks.
- Listening carefully to customer requirements to improve service quality and customer experience.
- Eliminating the price scissors effect brought by increased amount but stable income, which makes the marketing costs paid off from the perspective of network operation and maintenance, and thus marketing and operation and maintenance departments can coordinate with each other.
>>Service Quality Management
To improve service quality, services are differentiated, and each service used by each customer is analyzed. The quality is analyzed and optimized for each service in the entire service flow. With every service being optimized, the entire network QoS is improved. In addition, service quality management can help operators to resolve service quality problems in traffic operation, which improves the channel's value.
ZTE's customer experience assurance products cover all network operation systems. They help operators to improve the experience of each customer, create a more effective customer care mechanism, and absorb and retain high-value customers. These products guide the transformation from performance management oriented network operation to customer experience oriented network operation, and from service quality oriented optimization to network value oriented operation. During the transformation, operators can enable front-end departments (for example, marketing and customer service departments) and back-end departments (for example, network plan and optimization, operation and maintenance, and information support departments) to interact with each other to create a customer-centered cooperation system that focuses on customers, services, and networks. With this cooperation system, customer experience becomes visible, controllable, analyzable, and traceable. Through meticulous optimization, customer experience can be fully improved, and operators can be prevented from becoming only a channel in the mobile Internet era. Therefore, operators stand a chance to survive and flourish in the fierce network operation competition.