Wednesday, 23 August 2017

Huawei tells operators to put a SOC in it

By Nick Wood , Total Telecom, in Singapore
Tuesday 18 June 13

Chinese vendor bolsters managed services offering with launch of Indonesia-based service operation centre.

Huawei on Tuesday launched its first service operation centre (SOC), a facility designed to help operators maintain the quality of their services and the customer experience. Based in Indonesia, Huawei's SOC builds on its customer experience management (CEM) expertise with a managed service that collects telco data from a diverse range of sources including the network and customer relationship management (CRM) systems…

Huawei on Tuesday launched its first service operation centre (SOC), a facility designed to help operators maintain the quality of their services and the customer experience.

Based in Indonesia, Huawei's SOC builds on its customer experience management (CEM) expertise with a managed service that collects telco data from a diverse range of sources including the network and customer relationship management (CRM) systems, enabling it to perform functions such as SLA management, service monitoring and reporting, service problem and customer complaint management, among others.

"Before, operators focused on network performance; now they are more focused on the performance of all the touch points with the customer," said Frank Yao, marketing vice president at Huawei's global technical service division, during a press conference at CommunicAsia in Singapore.

Huawei claims its SOC will help telcos make the transition from network-centric to service-centric operations.

"There is an absolute need for operators to make a service-centric transition," said Kris Szaniawski, principal analyst at Informa Telecoms & Media. "The vehicle for this is the service operation centre."

According to a recent Informa Telecoms & Media survey of 115 communications service providers, service quality management and customer experience management are considered the most important operational issues facing CSPs in the next three years.

Operators that fail to address these issues will be left behind, warned Szaniawski, who added that service quality management and customer experience management have until now been low on the list of telcos' priorities.

"Do not underestimate how much this has not been the area of focus for operators," he said.
 

Please enable JavaScript to view the comments powered by Disqus.

Newsletter signup

Quickly get on board and up to date with the telecoms industry