Viettel implements Ericsson Expert Analytics to enhance customer experience

May 17, 2023 | 12:22
(0) user say
On May 15, Ericsson announced the successful implementation of Ericsson Expert Analytics (EEA) on the Viettel network, which will allow the provider to improve the quality of its 4G service and drive the customer experience to an entirely new level.

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.

Viettel implements Ericsson Expert Analytics to enhance customer experience

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’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.

Digital transformation: Faster - Smarter - Greener Digital transformation: Faster - Smarter - Greener

VIR's forum on Digital Transformation: Faster - Smarter - Greener on March 21 opened up new and practical information flows about dual transformation trends – digital and green – in the fields of manufacturing, finance and banking, and e-commerce and logistics.

Powering smarter and greener industries Powering smarter and greener industries

Along with the deployment of 5G technology as a digitisation foundation, Vietnam has been setting up its infrastructure and human resources for a faster and greener digital transformation.

Digital transformation needs private and public sector support Digital transformation needs private and public sector support

International organisations and investors hope to work closely with the authorities and business community to foster digital transformation, raising demand for public-private partnerships, according to experts and representatives of firms at VIR's forum on Tuesday.

5G to accelerate digitalisation in Vietnam 5G to accelerate digitalisation in Vietnam

Digitalisation is already a driving force in every industry across our planet and is the closest thing we have to a silver bullet for solving major global challenges, such as the climate crisis and social inclusion. Mobile networks have been a key enabler of digitalisation, which puts our industry at the centre of a powerful trend where anything that can go wireless, will go wireless.

By Ericsson

What the stars mean:

★ Poor ★ ★ Promising ★★★ Good ★★★★ Very good ★★★★★ Exceptional