- Ericsson Telecom CRM being deployed for improved interaction experience across the complete customer lifecycle
- Korek Telecom to gain real-time customer view to support development and optimization of their relationships
Korek Telecom announced in Mobile World Congress that it chooses Ericsson (NASDAQ:ERIC) Telecom CRM (customer relationship management) to deliver superior customer interaction experience to their subscribers. This includes automation of processes across sales, marketing and customer care. User Data Consolidation (UDC) is part of the network evolution addressed in this deal, including the capability to expose user data in real time through the User Profile Gateway (UPG).
Network modernization with UDC represents the evolution of classic Home Location Registers (HLR) towards a new layered architecture, enabling full centralization of user data into a Common User Data Base (CUDB). This will provide energy efficiency, and enhanced customer experience. The User Profile Gateway (UPG) represents the embedded analytics capability to expose the selected user data views and insights in real time.
Ericsson Telecom CRM provides Korek a real-time view of all subscribers with single-click access to key information that includes Mobile Station International Subscriber Directory Numbers, their history and the given services, in one click. It is set to enhance user perception and provide efficient and fast service from sales to after sales support. It provides ordering capture and real time change towards HLR and charging.
Sirwan Mustafa, Chairman of Korek telecom said, “We continue to evolve our relationship with Ericsson as we seek to provide our customers with the best possible service while introducing new efficiencies into our operations.”
Rafiah Ibrahim, President Ericsson Region Middle East and East Africa. said, “Korek has a strong track record of providing superior customer service and Ericsson is pleased to support Korek as they further evolve CRM capabilities to meet changing demands and a shifting business environment”
Ericsson Telecom CRM is designed specifically for the needs of telecoms operators. Its integration with Ericsson’s Charging and Billing in One solutions helps provide a transparent 360- degree view of the customer, providing valuable charging and billing related information to be rendered to customer facing staff. It allows operators to differentiate more easily via customer interaction experiences across customer care, marketing and sales. Multiple contact channel options allow subscribers to conveniently contact their operator. This results in improved first-call resolution rates, lower hold times and ultimately higher customer retention.