Customer Experience Management

CEM is defined as a 360-degree view of the customer by the carrier, formed by sensing and reacting to their demands in real time by deep and meaningful integration of customer relationship management, billing and rating and analysis. The top-most telecommunication providers in the world have a real-time 360-degree view of all their customers be it related to invoice disputes or changes to their subscriptions.

In present times, Service Providers want to understand the actual customer experience from network and applications usage perspective. They want to know exactly which data or voice key performance indicators (KPIs) are under performing while the customer uses multiple devices or handsets. CEM provides them this insight.

CEM is evolving into a source of business intelligence function which delivers performance and service delivery analytics to all management levels resulting in an additional revenue stream for the carriers.

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