Bharti Airtel implements Customer Experience Management platform (CEM)

“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. This will clearly help us maintain an edge in the mobile broadband arena.”

“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.”

About Bharti Airtel Limited

Bharti Airtel Limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers 3G voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers in India. In rest of the geographies it offers mobile voice & high speed wireless internet. Bharti Airtel has been ranked among the six best performing technology companies in world by BusinessWeek. Bharti Airtel had over 234 million customers across its operations at the end of September 2011. To know more please visit, www.airtel.com

About Nokia Siemens Networks

Nokia Siemens Networks is a leading global enabler of telecommunications services. With its focus on innovation and sustainability, the company provides a complete portfolio of mobile, fixed and converged network technology, as well as professional services including consultancy and systems integration, deployment, maintenance and managed services. It is one of the largest telecommunications hardware, software and professional services companies in the world. Operating in 150 countries, its headquarters are in Espoo, Finland.
www.nokiasiemensnetworks.com

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Media Enquiries

Nokia Siemens Networks
Shudeep Majumdar
India Region Communications
Phone: +91 7838 369 161
E-mail: shudeep [dot] majumdar [at] nsn [dot] com

Media Relations
Phone: +358 7180 31451
e-mail: mediarelations [at] nsn [dot] com

Bharti Airtel
Gayatri Doda
Phone: +91 124 424 3047
e-mail: Gayatri [dot] Doda [at] in [dot] airtel [dot] com

Notes to the editors:

*Nokia Siemens Networks’ Customer Experience Management (CEM) offering is an end-to-end approach that helps operators analyze, act upon and monetize the wealth of customer data available across their organization. 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. This helps operators support end-user demands at the right time and the right place, increasing the individual communications experience for every single customer. The scope of CEM depends on the individual needs of the customer. This customer project includes the following elements:

• Serve atOnce Intelligence customer and business analysis suite, which aggregates and analyzes data on the basis of network performance, service quality and use, charging and billing, roaming, service provisioning and devices in use. It provides right customer insights to tailor operator’s acquisition strategy and marketing campaigns. It provides a unified view of customer data along with continuous reporting of customer insight.
• Serve atOnce Device Manager can automatically recognize any mobile device and optimize it for the network and the range of services offered. It ensures that advanced services run on even complex devices instantly, making manual interference obsolete. This improves the customer experience, increases the potential number of services they can use and reduces the cost of customer care for the operator.
• Nokia Siemens Networks’ subscriber data management platform, One-NDS, enables real-time data access across multiple applications. It addresses operators’ needs for a consolidated, resilient and high capacity subscriber data repository to meet its growth targets by introducing flexibility not found in legacy database architectures. Besides simplification of service creation and reduction in costs of maintaining the data, the centralized subscriber data system speeds up the process to establish new services. It has been deployed by over 109 operators serving over 1.9 billion subscribers worldwide.