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The Ericsson: customer experience management

  • July 2014
  • -
  • Analysys Mason
  • -
  • 13 pages

Ericsson consolidated its service assurance portfolio following its acquisition of Telcordia Technologies in 2012, which led to the launch of an end-to-end customer experience management (CEM) solution to empower network operations and customer care teams. This profile provides an overview of Ericsson’s CEM products, services and customers, and an analysis of its strengths, weaknesses, opportunities and threats in the CEM market

Table Of Contents

The Ericsson: customer experience management
Table of contents
Company summary: Ericsson
Strategic direction
Ericsson's Expert Analytics architecture, with Customer Experience Assurance
Case study: DNA implemented a CEM solution with Ericsson to accelerate problem resolution at customer care and achieve opex savings
Key acquisitions and mergers
Product summary [1]
Product summary [2]
Significant customers
Analysis: strengths, weaknesses, opportunities and threats
About the authors


List of figures

Figure 1: Ericsson company factsandnbsp;
Figure 2: Ericsson's service management revenue, worldwide, 2011-2013andnbsp;
Figure 3: Ericsson's service management revenue by region, worldwide, 2013andnbsp;
Figure 4: Ericsson Expert Analytics and Customer Experience Assurance solution architectureandnbsp;
Figure 5: Ericsson's key acquisitions and mergers, 2007-2013andnbsp;
Figure 6: Ericsson's CEM productsandnbsp;
Figure 7: Ericsson's significant CEM customersandnbsp;

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