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DNA selects Ericsson application to enhance customer experience in Finland

Customer Experience Management application offers DNA with reduced time per call and escalations to second-line support

By CBR Staff Writer

Finnish telecommunications company DNA has selected Ericsson to provide a Customer Experience Management (CEM) application based on User Data Consolidation (UDC) for real-time data consolidation and exposure.

The new application will enable DNA to resolve customer-care issues in quickly and efficient way improving end user experience.

CEM application will also offers the Finnish telecommunications company with reduced time per call and escalations to second-line support.

Ericsson will put together a team of technical experts to support DNA to meet increase in demand for high-quality services and user experience and the team will focus on meeting the needs of the customer-care organisation.

The Sweden-based telecommunications provider aims to further explore the value that can be created from the user data assets that DNA has in different parts of its networks, where the User Profile Gateway (UPG) is a key element for aggregation and exposure of user and network data.

The UPG allows DNA customer-care personnel to have real-time access to relevant user data from different OSS and BSS databases.

Ericsson Business Unit Networks Product Area Core and IMS head Magnus Furustam said, "DNA’s focus on end-user satisfaction and operational efficiency and Ericsson’s expertise in optimizing service have combined in this project to support a new generation of mobile broadband users who constantly pose new challenges to the customer experience management area."

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