Huawei, leading global ICT solutions provider received two prestigious awards, “Delivering Excellence in Customer Experience” and “Best Innovation in Broadcast – Broadband Convergence” at the just wrapped up AfricaCom 2017 in Cape Town.
Delivering Excellence in Customer Experience is a joint award to MTN and Huawei in recognition of the work done in helping more customers feel the brighter side of life.
The award recognizes MTN’s deployment and implementation of the Huawei Customer Experience Management (CEM) solution in MTN SA. The solution helps MTN proactively manage the experiences of its customers, focusing on each customer and each service level. The CEM solution offers MTN a richer insight into what its customers are looking for right now, and also their future expectations. The solution, as part of MTN Group strategy, is deployed in MTN SA and is also being deployed in other MTN OPCOs.
“Our customers and our people form the bedrock of our business. We need to make sure we truly understand the needs and experiences of our customers so that we can shape products that will truly brighten the lives of all our many users. Consistent investment means we have a network that is second to none. Through our partnership with Huawei, we can now focus that network on a more customer-centric approach, that allows us to be more proactive and predictive in how we meet our customer’s needs,” said Giovanni Chiarelli, Chief Technology and Information Officer of MTN SA.
Huawei’s CEM coupled with MTN’s Per Service and Per User platform enables a MTN customer journey or “lifecycle experience” to be captured. That journey can then be measured and analyzed in near real time allowing for a highly proactive engagement with the customer.
“This is just the first step in our CEM programme. We have made some progress but there is still much to achieve. Our focus remains the continuous improvement of the network and all our customer interactions, and we believe we have a knowledgeable and strong platform in the deployment and implementation of the collaboration with Huawei’s CEM tool,” Chiarelli said.
The award for Best Innovation in Broadcast – Broadband Convergence is a joint award that Huawei shares with Telkom, for the introduction of the Telkom LIT video service in South Africa.
The Telkom LIT_ video service is the first of its kind in South Africa and aims to address the need for video entertainment services without the data usage concern. The Telkom LIT_ proposition provides customers with free music and video streaming from some of the world’s most popular content providers on specified Telkom packages. The launch of the product, together with its innovation, has allowed Telkom to provide this service without causing additional strain on its network; and manage its costs whilst providing superior content services to its customers.
“This innovation is aimed at really transforming the way South Africans consume digital entertainment. By removing the worry of additional data cost we are putting unlimited entertainment in the hands of our consumers,” says Attila Vitai, Telkom Consumer CEO.
These awards recognise Huawei’s continued contribution to the improvement of customer experience and offerings available in the telco industry in Africa.