Investment harmonizes approach to CEM for national operators, boosting ability to deliver differentiated experiences to customers.
Polystar is proud to announce that its Customer Experience Management solution has been selected by a leading Tier 1 European operator group to support a harmonized approach to real-time service assurance, across its footprint of operating companies.
The Operator — which seeks to offer market-leading performance and coverage in every country it serves — is a long-standing customer of Polystar, having previously invested in its OSIX and KALIX solutions. However, not all operating companies in the group had benefitted from the advanced CEM capabilities they enabled, and some had only partial deployments.
The new investment will address this gap, by enabling each national operator to benefit from the same level of CEM maturity and to promote a harmonized approach to assurance. As a result, each of the participating OpCos will deploy the same suite of licenses to bring each to the requisite advanced level.
The Customer Experience Management suite combines monitoring and rich analytics capabilities, backed by user-optimized portals. It delivers a unified view of network, customer and service performance, in real-time, backed by advanced data processing and AI.
“Our friends have long pursued the goal of delivering enhanced CEM across its footprint, with early adopters of our solutions showing how this can be achieved,” said Thomas Nilsson, Chief Product Officer of Polystar. “This new, multi-year investment delivers common capabilities to everyone across the group, ensuring best practice based on our advanced analytics and monitoring capabilities."
The Customer Experience Management suite offers an optimized experience to different users, providing specialist portals that are adapted to the needs of different teams within the operator organization. The portals selected as part of this investment reflect the overriding motivation to deliver enhanced customer experience management, and include the Service Operations Center, Roaming, Device, Customer Analysis, Corporate, and Network Analysis options. This reflects the multi-dimensional approach to CEM necessary across the group – and essential for meeting the goal of delivering outstanding customer experience to all subscribers.
While being part of the same group, with a common heritage, each national operator also has unique, market specific challenges and expectations. To ensure that each can satisfy these needs, Polystar’s Professional Services team has also been engaged to support local customization and adaptation to local requirements.
