Yoigo and Ericsson evolve customer experience in Spain
(Thomson Reuters ONE) -
* Experience Centric Managed Services will improve customer experience by
assuring the performance of services such as voice and web browsing
* Will enable Yoigo to continue to evolve its focus on its customers and
transform into an even more customer-centric operator
* Yoigo is Ericsson's first European customer to implement Experience Centric
Managed Services
Ericsson (NASDAQ: ERIC) and mobile operator Yoigo, part of TeliaSonera Group,
have signed an agreement to evolve their managed services partnership in Spain
and improve customer experience with Ericsson's Experience Centric Managed
Services offering.
Delivering services that meet high customer expectations has always been the
focus for Yoigo, but continuously evolving in an increasingly competitive
market is challenging. With this agreement, Yoigo is taking yet another step to
ensure customer satisfaction and loyalty.
Ericsson's Experience Centric Managed Services offering is designed to provide
operators with a more holistic overview of customer experience than has
previously been available - and therefore also a greater ability to improve it.
The offering consists of two main components: a service operations center and an
experience management center. The first focuses on measuring and improving
service quality, while the second focuses on measuring and improving customers'
perception of their overall experience.
Operators now need to go beyond the exclusive management of network performance
indicators, with the expectation that overall good network performance
automatically leads to good customer experience. To obtain an accurate picture
of user experience, operators need to monitor the performance of services
running over the network, such as voice and web browsing - and that is what a
service operations center is designed to do.
Ericsson's service operations center is complemented by the experience
management center, which provides insight into customer perception by measuring,
monitoring, analyzing and reporting perception metrics. Examples of perception
metrics include customer loyalty such as Net Promoter Score®, customer
satisfaction, behavioral metrics and social media sentiment. The service will be
launched during Q4 2015.
Mikael Elseus, CTO, Yoigo, says: "A satisfied customer is a loyal customer the
saying goes, and our aim has long been to ensure our customers experience high
levels of satisfaction with our network. We have achieved that and want to
guarantee this for the future. We see our long-term partnership with Ericsson in
managed services supports us in defining what's needed for us to continue to
offer Yoigo's customers the best service performance."
Jean-Claude Geha, Head of Managed Services, Ericsson, says: "For years, we have
helped operators to measure and optimize network performance. Now we have
evolved our ability further to provide a comprehensive overview that includes
service performance and customer perception. Our offering helps operators to
analyze all of this information and proactively make changes that contribute
directly to improved customer experience, reduced subscriber churn rates and
increased revenues. We look forward to taking this vital next step with Yoigo, a
longtime customer of ours."
Ericsson has been Yoigo's technology partner since the operator was founded in
Spain in 2000, providing 2G, 3G, HSPA and most recently 4G networks. Ericsson
has been Yoigo's exclusive mobile network managed services provider since Yoigo
began operations in 2006.
NOTES TO EDITORS
About Yoigo
Yoigo is the fourth largest mobile phone operator in the Spanish market. The
service it offers is based on honesty, transparency, simplicity and the
streamlining of internal resources enabling it to pass on savings directly to
its customers and offer lower prices.
Yoigo's services can be contracted in more than 100 exclusive stores, by
Internet at www.yoigo.com, by phoning -1707-, or visiting one of the Phone House
or Telecor stores. TeliaSonera, the leading telecoms operator in the Nordic and
Baltic region has a 76.6% stakeholding in the company. ACS, the construction and
services group, has a 17% stake, FCC, a 3.4% stake and Telvent, a 3% stake.
About Ericsson
Increase economic value through experience (video)
Download high-resolution photos and broadcast-quality video at
www.ericsson.com/press
Ericsson is the driving force behind the Networked Society - a world leader in
communications technology and services. Our long-term relationships with every
major telecom operator in the world allow people, business and society to
fulfill their potential and create a more sustainable future.
Our services, software and infrastructure - especially in mobility, broadband
and the cloud - are enabling the telecom industry and other sectors to do better
business, increase efficiency, improve the user experience and capture new
opportunities.
With approximately 115,000 professionals and customers in 180 countries, we
combine global scale with technology and services leadership. We support
networks that connect more than 2.5 billion subscribers. Forty percent of the
world's mobile traffic is carried over Ericsson networks. And our investments in
research and development ensure that our solutions - and our customers - stay in
front.
Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales
in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ
OMX stock exchange in Stockholm and the NASDAQ in New York.
www.ericsson.com
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FOR FURTHER INFORMATION, PLEASE CONTACT
Ericsson Corporate Communications
Phone: +46 10 719 69 92
E-mail: media.relations(at)ericsson.com
Ericsson Investor Relations
Phone: +46 10 719 00 00
E-mail: investor.relations(at)ericsson.com
PR Ericsson Yoigo:
http://hugin.info/1061/R/1961617/715325.pdf
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Source: Ericsson via GlobeNewswire
[HUG#1961617]
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Datum: 27.10.2015 - 10:30 Uhr
Sprache: Deutsch
News-ID 429583
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