Viettel implements Ericsson Expert Analytics to enhance customer experience

Nguyen Thi Tam, deputy director of Viettel Networks said, “Delivering high-quality customer care is at the heart of our business. The implementation of EEA gives us the optimal tools to monitor the end-to-end customer experience for mobile broadband and VoLTE and to proactively make adjustments as issues arise.”

“This will enable Viettel to resolve customer care issues in a faster and more efficient way than was previously possible. As a result, the end-user experience will be greatly improved,” added Tam.

Denis Brunetti, head of Ericsson Vietnam, Myanmar, Cambodia, and Laos added, “EEA is supported by use cases, technologies, and deep expertise that span mobile consumer services like mobile broadband and VoLTE. EEA will empower Viettel through data-driven operations and decision-making, which leads to satisfied customers and better business outcomes.”

EEA is a powerful data analytics toolset that enables Viettel to capture data and gain a clearer picture to help decision-making, leading to improved services that drive growth and revenue. This telco data analytics solution provides insights into the service experience and user behaviour that can drive decisions and automate actions.

The EEA solution, part of Ericsson’s Business and Operations Support Systems portfolio, will help Viettel predict user satisfaction, detect issues impacting the service experience and quality, understand root causes, create clear and insightful dashboards, and automatically take appropriate action to improve the experience and operational efficiency.

For instance, complex event processing and unique metrics reveal interruptions to voice services, and advanced traffic analysis can assure service quality before issues impact the experience in increasingly complex circumstances. The troubleshooting time has been reduced from around 30 minutes to only one by eliminating many manual interventions.

To optimise the service experience, Viettel has consolidated the benefits of several tools to a single entity that can immediately detect incidents and deliver enriched notifications. The prioritised notification routing and service decisions it creates can expedite resolutions for high value service segments.

Ericsson's deep domain expertise, based on years of research and work with leading communication service providers around the world using EEA, is embedded in the newly implemented solution, providing superior data models and business rules to drive actionable insights from big data.

Ericsson’s commitment to supporting the digital transformation of Vietnam Ericsson has been contributing its technology leadership to digital transformation in Vietnam over the past 30 years. Denis Brunetti, president of Ericsson in Vietnam, Myanmar, Cambodia, and Laos, talked to VIR’s Bich Thuy about his own journey and the plans ahead for the company in Vietnam.

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