Nokia Siemens Improves CEM on Demand Portal

By Oliver VanDervoort October 12, 2012

When it comes to customer contact centers, managing how well a company’s employees are handling customers issues can be a difficult task. Nokia Siemens is trying to help those companies derive a better way to aid those customers with an updated and improved Customer Experience Management (CEM) portal. 

This new portal brings an additional three new software content packs and related services. These content packs help customer service operatives by pinpointing customer problems on an Internet-based map in real time. Further, the portal allows for a ranking of the customer’s problems and the solutions they received. 

The software also gives an updated report on trends and experience for the customer care department.

“With our continued sharp focus on innovations in customer experience management, we help operators serve their customers with better service quality and improve profitability,” said Michael Seeger, head of CEM business development, Nokia Siemens Networks. “Our three new content packs equip operators to instantly identify problems both in service quality and user satisfaction and address them. This helps operators ensure their smartphone customers get service quality worth every penny they pay for high value data services.”

Sheryl Kingstone, director of research at the industry analyst, Yankee Group, said it’s important that CEM on Demand packs offer up the right solutions for customer care representatives. Kingstone believes people in the customer care service need to be able to get actionable information as quick as possible so that companies can make sure that their customers are walking away happy.

Nokia Siemens Networks originally launched the CEM on Demand Portal in February, and has been tweaking and improving that portal ever since. This new addition makes it that much easier for customer contact center providers to provide top-quality aid to those who are calling in, while being able to track where problems arise and how exactly they’re being handled.




Edited by Braden Becker

Contributing Writer

SHARE THIS ARTICLE
Related Articles

The FCC's Big Net Neutrality Day

By: Peter Bernstein    2/27/2015

I am going to admit to being surprised by the U.S. Federal Communications Commission's (FCCs) Open Internet decision. FCC Chairman Tom Wheeler's new n…

Read More

FCC Vote Endorses Title II Approach to Net Neutrality

By: Paula Bernier    2/26/2015

After months of debate and the collection of comments from four million Americans, the Federal Communications Commission today voted on - and approved…

Read More

Frontier Customers Get DVR-Driven Free and Web TV

By: Bob Wallace    2/26/2015

In what could be a match made in cord cutter heaven, Frontier Communications said it will bundle the TiVo Roamio OTA DVR with its high-speed data serv…

Read More

Secure Shell Key Management in Light of OpenSSL Vulnerabilities: Part 1

By: TMCnet Special Guest    2/25/2015

Ever since computers started connecting to each other, people have been thinking about how to keep information on them secure. As the Internet evolved…

Read More

Title II Proposal Brings Certainty - and Questions

By: TMCnet Special Guest    2/24/2015

Over the past few months, there has been a lot of uncertainty surrounding the broadband industry in the United States due to Title II reclassification…

Read More