Friday, 21 July 2017

Clarity delivers Customer Experience Management to Axiata

Clarity
Thursday 16 May 13

Clarity, the award-winning provider of solutions designed to simplify the operations of communication service providers, today announced that is has provided a ground-breaking Customer Experience Management (CEM) solution to Axiata Group Berhard (Axiata), one of the largest telecommunications groups in Asia. The CEM solution will deliver active Quality of Experience (QoE) by collecting…

Clarity, the award-winning provider of solutions designed to simplify the operations of communication service providers, today announced that is has provided a ground-breaking Customer Experience Management (CEM) solution to Axiata Group Berhard (Axiata), one of the largest telecommunications groups in Asia.

The CEM solution will deliver active Quality of Experience (QoE) by collecting, correlating and graphically presenting in real-time, a broad array of transactional performance and service quality data from Axiata’s networks. The deployed solution is already processing several billion transactions daily, to generate dynamic dashboards built from a catalogue of core service KPIs that are modeled and weighted into CEM indicators.

One of the intricacies of the solution is that it can be deployed both centrally and across regional operators in the Axiata group. This means that product profitability based on business and region performance can be monitored and managed bottom-up and top-down by correlating records from CRM, billing (pre and post), and network service information. A multi-tenancy solution is deployed at head office to provide an aggregated view of CEM across the group, and single-operator solutions are then deployed within countries to protect data segregation based on regulatory requirements. The finer granularity of data available at the country level provides CEM monitoring down to specific market segments.

“Our goal is to lead the market in offering superior customer experience whilst maximizing the return on investment to our shareholders. To achieve this we must intimately understand how network performance and service quality impacts our customers QoE, and importantly, what happens as a result of that experience,” said Supun Weerasinghe Group Chief Strategy Officer Axiata Group. “Clarity’s ability to work alongside us and our systems partners to provide operational tools with a holistic, real-time view to monitor and control our business means that we can lead our market in innovation and efficiency.”

“The flexibility of the Clarity solution, providing the right information at the right place provides us with a unified view of our business” concluded Supun Weerasinghe.”

“The delivery of the first phase of this major project confirms Clarity’s ability to deliver and execute a visionary product roadmap to satisfy the requirements of the largest operators in the telecommunications industry”, Clarity Chief Operational Officer, Tony Garcia stated. “Clarity, along with our partners, brought together Clarity’s Unified OSS and Business Quality Management products, along with probe and mediation data and analytics tools to provide this CEM solution. As we continue with the next phases of the project we look forward to an innovative and long-lasting relationship with Axiata.”


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