Содержание
- 2. CEM & SQM & NPM – Huawei’s Capability SmartCare® Business Value on a Customer Case Use
- 3. CEM / SQM / NPM / SOC – Huawei’s Capability
- 4. What Huawei can deliver Platform CEM SQM NPM Geo-Location Optimization Tracing Service Set of Use Case
- 5. CEM & SQM & NPM – Huawei’s Capability SmartCare® Business Value on a Customer Case Use
- 6. Savings and Earnings by Huawei CEM Platform (CCF) Legend: Details per stream are presented in further
- 7. Savings and Earnings by Huawei CEM Platform (Overview) Estimated benefits from CEM Platform on a level
- 8. CEM & SQM & NPM – Huawei’s Capability SmartCare® Business Value on a Customer Case Use
- 9. 3V Demo Architecture & Platform First 30 days journey Use Cases & Demo Roaming Service Quality
- 10. CEM & SQM & NPM – Huawei’s Capability SmartCare® Business Value on a Customer Cases Use
- 11. …delivered projects with tangible value Huawei SmartCare® is Leading the CEM Industry
- 12. Huawei CEM World Class
- 13. HUAWEI SmartCare® 3rd Party Partners
- 15. Appendix & Supportive Materials
- 16. Group C – OPEX Savings in Consumer Operations OPEX Savings in Consumer Operations Efficient CC activity
- 17. Consumer Operations OPEX Savings Calculation Approach Complaints 1,059,872 0.012% per User All Calls 86 Mio per
- 18. Call Centre OPEX reduction – details and clarifications 15% CE / SQ deterioration caused by network
- 19. Group T – Technology Operations and Service Management Savings 0.4 Mio By experience from many MS
- 20. Technology Operations OPEX Savings Estimation (EU TT related) CEM shows NE chain impacting CE / SQ
- 21. Business Services – Efficient Operation and extra Revenue 1.3 Mio Extra support for Enterprises / B2B
- 22. Only OPEX savings are counted (Enterprise appreciation – is a bonus) Enterprise Monitoring and SLA Management
- 23. Only OPEX savings are counted (Enterprise appreciation – is a bonus) Enterprise Monitoring and SLA Management
- 24. Network Strategy and Core – Efficient Operation and extra Revenue 2.5 Mio Extra support for Enterprises
- 25. Business Case Traffic / ARPU / Complaints Planning driven – OPEX Savings 583 60 Manually with
- 26. Approach 2G-3G-4G Users Migration – Additional Revenue Generation
- 27. Roaming Business Leakage Retention – Additional Revenue Assumed: due optimized network the number of active inbound
- 28. Digital Marketing – data usage / CE / SQ Info via MyApp and online* Digital and
- 29. Data Query Calls Efficiency Improvement – OPEX savings 2 min Data Query Calls CC Agent can
- 30. SmartCare® Business Value on a Customer Case Use Cases Set Global References & Why HUAWEI Appendix
- 31. 3V Demo – Supportive Materials
- 32. VIP / VIS / VIA Proactive Care Overview
- 33. 3V Dashboard
- 37. 3V Demo – end of supportive materials
- 38. First 30 days journey – Supportive Materials
- 39. First 30-Day Journey Winner of “Best CEM Culture Transformation Program”
- 40. Complete View of the 30-day Journey
- 41. Complete View of the 30-day Journey
- 42. First 30 days journey – end of supportive materials
- 43. Architecture & Platform – Supportive Materials
- 44. S1-U SGW Network Data Sources
- 45. 500 Gbps probe capability & 1800+ protocols identification Platform Architecture
- 46. CEM Platform to deliver value through use cases SEQ Analyst Report Engine Data Mediation and Preprocessing
- 47. Architecture & Platform – end of supportive materials
- 48. ARPU Driven Network Planning – Supportive Materials
- 49. Quality Brand Experience & Value Driven Site Ranking
- 50. Value/experience Classified Model Quality Brand Experience & Value Driven Site Ranking
- 51. Quality Brand Experience & Value Driven Site Ranking
- 52. Quality Brand Experience & Value Driven Site Ranking
- 53. ARPU Driven Network Planning – end of supportive materials
- 54. 2G/3G/4G User Migration – Supportive Materials
- 55. 2G to 3G to 4G Subscriber Migration Matrix 2G/3G Terminal 4G Terminal 4G Network 2G/3G Network
- 56. Migration Analytics to Action Overview 2 4G fall back subscriber 7 3G fall back subscriber A
- 57. 20X MB / Data Subscriber / day 2014/4/3 2014/8/21 8% in 2013 2014/4/3 2014/8/21 30% Natural
- 58. 2G/3G/4G User Migration – end of supportive materials
- 59. Roaming Service Quality Assurance – Supportive Materials
- 60. Solution Overview
- 61. Roaming Quality Monitoring Select carrier Select KPI Configure threshold Perform monitoring Key Monitored Contents: Number of
- 62. Inbound and outbound roaming KPI ranking Failure analysis and detail record analysis Performance Ranking Performance Trend
- 63. Identify steering status of carriers in different countries Steering identification Steering failure analysis Steering failure code
- 64. Best Practice
- 65. International Roaming Issues SMC HLR RNC Node B 3G Iub BTS BSC Abis GRX SGSN (PCU)
- 66. Roaming Business More Effectively
- 67. Roaming Service Quality Assurance – Supportive Materials
- 68. VVIP Service Quality Assurance – Supportive Materials
- 69. VIP Assurance 360°VIP Understanding: What application the VIP is using. - HTTP, Video, MMS, WAP, FTP,
- 70. VIP and VIP Groups Real Time Monitoring VIP Management : 1 000 VVIPs Real-time Care 2
- 71. VIP Experience Insight User 1, High revenue generator Like surfing in internet and prefer Youtube Real-time
- 72. VVIP Service Quality Assurance – Supportive Materials
- 73. Customer Experience from whole Customer Journey Advertisement Product Information Product Comparison Subscribing Activating Using Paying Requesting
- 74. Journey and Touch Points – Experience is in between
- 75. Contract Prolongation Experience Pro-active care experience Selection Experience Trouble Resolution Experience Use Experience Response Experience Activation
- 76. Snapshot to show Impact to User Experience Using Sharing Trouble resolution request Getting resolution Change Request
- 77. How it works – Info to be gathered from whole ICT Using Sharing Trouble resolution request
- 78. See at whole and by details to improve by Influencer CEI (or NPS) Marketing Billing Network
- 79. Huawei’s CEM Solution under the name SmartCare®
- 80. Service Quality Management CEM or SQM What is the difference?
- 81. Internet WAP / MMS M2M Voice Facebook? Instagram? SMS It is hard to manage quality of
- 82. SQM is a typical entity existing almost in all network operators From QoS via Service Quality
- 83. Experience Service capability CEM correlates real Experience and Customer Expectations From Service Quality to Customer Experience
- 84. Objective measures Subjective measures Aggregation in all journeys and in the user level Aggregation in the
- 85. CEM Summary – from traditional QoS to QoE driven CEM Enhanced SQM by customer journey and
- 86. Net Promoter Score
- 87. VALIDATE POSITIVE IMPACT OF IMPROVING NPS
- 88. UNCOVER NPS INFLUENCING FACTORS PER PERSONA Factors Where The Customer Expectation is High are HYGIENE FACTORS.
- 89. PERSONA BASE NPS IMPROVEMENT APPROACH Reduce Detractors & Monetize Promoters
- 90. VALUE DELIVERED IN PRACTICE WORLD NPS Improved 10pts with $1.2 Additional Earning
- 91. NPS Detractors – not a one but many different groups All Users are different and their
- 92. Net Promoter Score Prediction Framework 8000 DNA-pattern maps Source: 24 countries Approach: Individual User Level …
- 93. Let us imagine – measured NPS is 10 (%) 10 Shall we use same improvement mechanism
- 94. User Centric Differentiated Quality Excellence Address Expectations of every NPS Score Group Benchmarking Best capability Newest
- 95. NPS Demo
- 100. Churn Prediction – Details
- 101. Why we should manage Churn? New subscriber attraction cost is 3..10 times higher than retention cost
- 102. FORMULA OF ANTI-CHURN
- 103. Methodology Better Result by Experience Oriented Churn Detection SmartCare Churn Prediction Model Based on Experience Data
- 104. Decide to leave Transition Point Real Churn Point Customer usage based analytics from BSS data only
- 105. Customer Segmentation From contract based segmentation MOT Design 1: 6 types of persona based customer segmentation
- 106. Reference Case - early predication & MOT improve retention effect greatly The churn rate of “Retention
- 107. Achieved 2.4% Churn Rate Reduction ~49,000 Subscribers successfully retained during 7 months (Jun-Dec 2015) 2.4 Pct.
- 108. Output
- 109. Data Explorer Demo – Churn
- 110. In this demo we monitor all users to identify churners among them
- 111. More details are available with a list of potential churners for actions
- 112. Churn Cause Analysis helps to identify Root Causes for churners
- 113. The group to address first Different value groups show customers that bring more value to address
- 114. Even the most preferred communication channel identified & recommended
- 115. Customer Care Assistance Module
- 116. CCA – Call Center Agent Interface
- 117. CCA – Data Query Interface
- 119. SOC to close the loop in the whole Customer Lifecycle Journey
- 120. Service Centric Operations -> Network + Service NOC SOC Network KPI SLA MTTR Experience KQI CSAT
- 121. External Operation Driven By SOC Tools Processes Organization
- 122. Example of NOC-SOC Synergy SOC NOC Service Quality Monitoring & Reporting Service Problem Demarcation Troubleshooting &
- 123. Huawei has delivered already 30+ SOC over the world Service Operation Centre will enhance customer life
- 124. Separator
- 125. Value-Experience Matrix Migration Result in Operator X 1X.x% improvement in revenue Subscriber are shifting towards good
- 126. Separator
- 127. General Description
- 128. Solution Overview User distribution User quantity trend Traffic trend Application-based traffic distribution Range-based traffic distribution User-based
- 129. Methodology KPIs and xDR are analyzed and problem scenarios are reproduced to quickly locate and isolate
- 130. Best Practice
- 131. Separator
- 132. Digitizing Customer Care
- 133. Digitizing Customer Care
- 134. Digitizing Customer Care
- 135. Digitizing Customer Care
- 136. Separator
- 137. Persona–based Experience Assurance
- 138. Persona–based Experience Assurance
- 139. Persona–based Experience Assurance
- 140. Separator
- 141. Scope of Pilot – Use Case Delivery 5 Use Cases supporting operation & maintenance has been
- 142. UC 1 Implementation & Verification Milestones & Progress Feb Apr Mar Jan 03.01 04.0 02.01 01.01
- 143. 1) Оборудование смонтировано, включено и настроено 2) Программное обеспечение установлено 3) Произведены отладочные работы 4) Завершена
- 144. 1) Проверка полноты и целостности входных данных 2) Калибровка KPI/KQI, установка пороговых значений аварий 3) Реализация,
- 145. Собираемые KPI
- 147. Скачать презентацию