Viewpoint
This article was written by Huseyin Turker, CTIO of Banglalink (VEON Group)
In today’s competitive telecom industry, providing exceptional CX is a critical differentiator. With rapid advancements in technology, strong market competition and increasing customer expectations, MNOs need robust Customer Experience Management and Crowd Source Analytics tools to meet customer demands effectively and quickly. These tools not only enhance customer satisfaction but also network excellence and business growth.
Customer experience in telecom encompasses all interactions. A positive CX can lead to increased customer retention, higher NPS, and improved brand reputation. Conversely, poor customer experience can result in churn, negative reviews, and lost revenue.
Effective CEM tools integrate various functionalities to provide a comprehensive view of the customer’s journey. Here are some key features:
CX Channel Support: Seamless integration across multiple channels (VOLTE VOWIFI, email, chat, social media, and lifestyle applications) ensures that customers receive consistent and timely support regardless of the platform they choose to interact with.
Customer Analytics: Advanced analytics capabilities allow telecom companies to track and analyze customer interactions and behaviors. This data-driven approach helps in identifying trends, pain points of customers, and opportunities for improvement and benchmark against competitors.
Personalization: Leveraging AI, CEM Tool and CVM Integration can offer personalized experiences by tailoring recommendations, offers, and support based on individual customer preferences and history.
Proactive Engagement: Predictive analytics enable MNO to anticipate customer needs and issues before they arise. Proactive engagement strategies, such as sending alerts about potential service disruptions or offering upgrades, can significantly enhance customer satisfaction.
Near Real-Time Monitoring [t-5m]: Continuous monitoring of customer experience helps in promptly addressing issues and minimizing downtime. Near Real-time insights ensure that any disruptions are quickly identified and resolved.
Feedback Management: Collecting and analyzing customer feedback through surveys, reviews allows telecom companies to understand customer sentiment and make necessary adjustments to their services.
On the other hand, the industry is constantly evolving, driven by rapid advancements in technology and ever-increasing customer expectations. To stay competitive, MNOs must innovate and adapt quickly. One effective way to achieve this is through crowdsourcing—leveraging the collective intelligence to solve problems, generate ideas, and drive improvements. Crowdsourcing involves data collection through online platforms. This approach can harness the experience of a vast and diverse audience, leading to innovative solutions that might not emerge from traditional methods.
Efficient Crowdsourcing Tools integrate diverse functionalities to provide a thorough view of the customer journey and benchmark customer experience between MNOs in the market. Here are some key features:
Network MBB Performance Mapping: MNOs can crowdsource data from users’ mobile devices to create real-time maps of network speed, RTT and QoS.
RAN Signal Mapping: MNOs can crowdsource data from users’ mobile devices to create real-time maps of network signal strength, quality, and coverage. The data can help identify areas with poor coverage or frequent dropouts, enabling targeted improvements.
Sentiment Analysis: The data can provide MNOs with insights into customer sentiment and emerging trends.
Benchmarking: Crowdsource analytics capabilities allow MNOs to analyze customer behaviors and benchmark MNOs MBB performance with the help of dual sim mobile devices. This data-driven approach helps in identifying trends, pain points of networks, and opportunities for improvement and benchmark against competitors.
In Conclusion CEM Tools and Crowdsourcing Analytics offer many opportunities for MNOs to innovate, improve services, and engage with customers in meaningful ways. By leveraging the power of AI, CEM Tools, Crowdsource Analytics, and channels, MNOs can deliver personalized, proactive, and efficient experiences that drive customer loyalty and business growth, Also, MNOs can stay ahead of the competition and meet the evolving demands of the digital age.
At Banglalink, we have strong governance on network experience, and we thoroughly observe network performance.
Our focus is investment on network performance and consistency across regions/thanas/wards.
We have partnerships with well-known OTTs and Crowdsource Analytics Service Providers.
To excel our services, we have recently deployed a New Generation CEM Tool (Huawei SmartCare Digital Platform) and developed our own crowdsource analytics and dashboard empowered by our BI and AI Platforms. Accordingly, we have revamped our costumer experience framework.
The result is outstanding! By integrating the tool and Crowdsource Analytics, we will be able to:
Engage customers proactively and personalize offers in retaining customers.
Increase in Average Success Rate (ASR) of CX network complaint resolution by 75%.
Introduce Solution for 6 x CX Use Case.
Introduce Service CEI Dashboard for B2B partners and report network experience summary to B2B Customers
Map RAN network signal strength, quality, and coverage. The data helps us to identify indoor areas with poor coverage. The framework removed drive/walk test and end user interaction dependency.
Monitor Service Performance of Top Protocols & TOP OTTs. Fix Problematic components of cloud Architecture.
Different Dimensional (9 quadrant) Cell Segregation for Next best Action to enhance Customer experience.
Network performance analysis with advanced QoS, along with Traditional KPI/KQI.
Thanks Team Banglalink, Team Huawei, Masum Akond, Hasnat Reza Mahbub Alam, Iftekar Ibne Zaman, Dewan Md. Mostafizur Rahman, Shehab Raihan, Md. Ashraf Uddin, Md. Ashraful Islam, Faisal Islam, AQM Faisal Khan, Md. Wasim Azad, and Zahid Ibna Siraz.