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Zain Kuwait sets new standards for customer experience

19 мая 2011

Zain Kuwait customers can expect to enjoy a significantly improved overall customer experience due to live network monitoring, reporting and analytics software from Nokia Siemens Networks. Two new platforms, Serve atOnce Traffica and Serve atOnce Intelligence, aim to provide improvements in mobile network quality, customer care service and tailored marketing campaigns. The roll-out marks the region’s first such extensive customer experience management deployments. 

Zain Kuwait is deploying Nokia Siemens Networks’ Serve atOnce Traffica to monitor end to end network performance for each service in real time, improving the quality of every voice call and SMS. Switching from traditional network-based alarms to subscriber-based alarms, Zain can prioritize customer problems with its operations department and proactively solve them even before the customer notices that there’s an issue. This will help to speed up request and complaint resolution in customer care, boosting operational efficiency.

Zain Kuwait is also deploying Nokia Siemens Networks’ reporting and analytics platform, Serve atOnce Intelligence (SAI). Integrated with the existing Nokia Siemens Networks’ subscriber data management and device management platforms, SAI draws data from multiple sources and reflects real-time user patterns in dynamic and flexible dashboards that show mobile terminal performance in the network, roaming, international call performance as well as Service Level Agreement reporting for Zain’s corporate customers. It is expected to allow Zain to segment customers on the basis of terminal, service, value and use of the platform as well its customer experience, allowing it to sharpen the focus of its marketing campaigns.

“All our customers have different service and quality requirements and our task is to be agile and pro-active enough to know those requirements and turn this knowledge into fast network improvements or specifically tailored offerings. In other words, we want to be a leader in customer satisfaction in the region,” said Osamah Abou Seido, Management Information Systems (MIS) director, Zain Kuwait. “Nokia Siemens Networks’ Customer Experience Management portfolio helps us to achieve this goal. Our association with Nokia Siemens Networks has been a very positive experience as they deliver what they promise.”

“Improving customer experience is the best way to differentiate from the competition,” added Mounzer El-Achmar, head of the Zain Kuwait customer team at Nokia Siemens Networks. “In that respect, Zain has shown great foresight in not just focusing on reactive problem solving in customer care but emphasizing the delivery of an improved customer experience at each stage in the customer journey.

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