Etisalat and Huawei strengthen their strategic co-operation in the Customer Experience Management (CEM) domain with the award of the first

Mobilk - Etisalat and Huawei have signed their first SmartCare® Service Operations Centre (SOC) contract, aiming to improve service quality and end-user experience for Etisalat Egypt in Oct 2014.

Under the contract Huawei’s ‘Per-Service-Per-User’ approach will be used to ensure optimum quality and superior experience for Etisalat’s customers. This contract is a result of both parties’ commitment to intensify their corporate alignment and partnership towards delivering innovative solutions in Customer Experience Management (CEM) area. As part of this strategic cooperation, Huawei has engaged with several other Etisalat Opcos such as but not limited to:

•In Mobily (Kingdom of Saudi Arabia); Huawei has deployed state-of-the-art Huawei probes together with SmartCare platform as part of Mobily’ initiative to boost and improve the performance of their services with leading project in Middle East for intelligence strategy and Smart Network.

•In Ufone Pakistan; Etisalat selected Huawei’s 3G solution with Huawei SmartCare CEM capability to monitor and assure superior experience for their 3G subscribers. 

•In UAE, Etisalat chose Huawei to deploy another SmartCare component that focus on “Enterprise-level customer experience” based on Geo-location system.

 “Etisalat’s focus is on delivering innovative solutions to transform the communities in which it operates and fast track both social development and economic growth. By deploying advanced technologies, quality networks and customer-focused services, Etisalat will keep providing best services to its subscribers. In addition, Etisalat works continuously to provide a unique customer experience and superior service. To serve our customers well, Etisalat collaborates with leading global solution providers to select and deploy the most powerful and innovative solutions available,” said Hatem Bamatraf, Chief Technology Officer at Etisalat Group.

“In the OTT era, society is transforming to be digital and the end-user’s behavior is changing to become more dynamic. Today, customer experience is becoming more critical to operator’s brand and revenue. Huawei believes it is our responsibility to cooperate with our valuable customer Etisalat to succeed in this transformation. Based on a deep understanding of Etisalat’s business and operational requirements, Huawei has tailored our SmartCare CEM solution for each Etisalat Opco to fit their specific requirements and target customers,” said Wangyonggang, the head of the Huawei Etisalat Account. ”I do believe that we will be able to further achieve business excellence not only in network operation but also service quality and end-user experience management. This will bring great user experience to Etisalat’s customers and enhance the market position of Etisalat.”

Huawei SmartCare® is an end-to-end solution that consists of both professional services and tools, with the Service Operations Center (SOC) as a full and optimum solution delivering a complete CEM portfolio. The SOC focuses on service quality and customer experience management while traditional NOC (Network Operation Centre) focuses more on network quality. Huawei’s SmartCare solution has been deployed for more than 30 Service Providers Globally.