STOCKHOLM, SWEDEN--(Marketwire - Jun 26, 2012) -
-- Greatly improved end-user experience
-- Single customer care tool presents a real-time overview of the
-- Reduced churn and opex
Finnish operator DNA has chosen Ericsson (NASDAQ: ERIC) to provide a Customer
Experience Management (CEM) solution based on User Data Consolidation (UDC)
real-time data consolidation and exposure. This solution will enable DNA 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
The DNA Customer Care center serves more than 3 million users -- a high
proportion of who are mobile broadband users who demand high standards of
service quality and user experience. With the new solution, DNA benefits from
reduced time per call and escalations to second-line support, which
significantly enhances customer satisfaction and loyalty and reduces churn and
"Delivering high-quality customer care is at the heart of our business," says
Tommy Olenius, Vice President, Technology, DNA. "The implementation of this
solution gives us the optimal tools to monitor the customer experience and to
proactively make adjustments as issues arise."
To support DNA in coping with increased demand for high-quality services and
user experience, Ericsson put together a team of technical experts whose main
focus has been to capture the needs of the customer-care organization.
Magnus Furustam, Head or Product Area Core and IMS, Ericsson Business Unit
Networks, says: "DNA's focus on end-user satisfaction and operational
and Ericsson's expertise in optimizing service have combined in this project
support a new generation of mobile broadband users who constantly pose new
challenges to the customer experience management area."
After this first phase, Ericsson aims to further explore the value that can be
created from the user data assets that DNA has in different parts of its
networks, where the User Profile Gateway (UPG) is a key element for
and exposure of user and network data. This will provide DNA with advanced
solutions for proactive customer care, automated root-cause analysis and
benefits beyond the mobile broadband area.
One of the innovative aspects of the project is the role that the UPG plays in
the solution, allowing DNA customer-care personnel to have real-time access to
relevant user data from different OSS and BSS databases. The data is presented
in a simple format to facilitate the rapid resolution of customer issues. This
is just one way that Ericsson solutions can consolidate user and network data
from different parts of the network and present it in real time to benefit
NOTES TO EDITORS
DNA Ltd is a Finnish telecommunications company providing high-quality voice,
data and TV services to private customers and corporations. In 2011, DNA
recorded a turnover of EUR 728 million and an operating profit of EUR 51
million. DNA has more than 3 million mobile and fixed-line network customers.
For more information, please visit www.dna.fi.
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Ericsson is the world's leading provider of communications technology and
services. We are enabling the Networked Society with efficient real-time
solutions that allow us all to study, work and live our lives more freely, in
sustainable societies around the world.
Our offering comprises services, software and infrastructure within
and Communications Technology for telecom operators and other industries.
more than 40 percent of the world's mobile traffic goes through Ericsson
networks and we support customers' networks servicing more than 2.5 billion
We operate in 180 countries and employ more than 100,000 people. Founded in
1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company's
sales were SEK 226,9 billion (USD 35.0 billion). Ericsson is listed on NASDAQ
OMX, Stockholm and NASDAQ, New York stock exchanges.
DNA and Ericsson boost customer experience in Finland:
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