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Etisalat, Huawei seal SmartCare service deal

ABU DHABI, November 8, 2014

UAE's leading telecom operaator Etisalat and Huawei have signed their first SmartCare Service Operations Centre (SOC) contract to improve service quality and end-user experience for Etisalat Egypt.

The Etisalat move is aimed at strengthening its strategic co-operation in the Customer Experience Management (CEM) domain, said a senior official.

Under the deal, Huawei’s ‘Per-Service-Per-User’ approach will be used to ensure optimum quality and superior experience for Etisalat’s customers.

"Etisalat’s focus is on delivering innovative solutions to transform the communities in which it operates and fast track both social development and economic growth. By deploying advanced technologies, quality networks and customer-focused services, Etisalat will keep providing best services to its subscribers," said Hatem Bamatraf, the chief technology officer at Etisalat Group.

"In addition, Etisalat works continuously to provide a unique customer experience and superior service. To serve our customers well, Etisalat collaborates with leading global solution providers to select and deploy the most powerful and innovative solutions available," he noted.

Huawei said its SmartCare is an end-to-end solution that consists of both professional services and tools, with SOC as a full and optimum solution delivering a complete CEM portfolio.

"In the OTT era, society is transforming to be digital and the end-user’s behavior is changing to become more dynamic. Today, customer experience is becoming more critical to operator’s brand and revenue," said Wangyonggang, the head of the Huawei Etisalat Account.

Based on a deep understanding of Etisalat’s business and operational requirements, Huawei has tailored its SmartCare CEM solution for each Etisalat Opco to fit their specific requirements and target customers, stated the official.

"I do believe that we will be able to further achieve business excellence not only in network operation but also service quality and end-user experience management. This will bring great user experience to Etisalat’s customers and enhance the company's market position," he added.-TradeArabia News Service




Tags: Etisalat | contract | Huawei |

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