TeliaSonera partners with Ericsson in deploying a solution for Customer Experience Management

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  • The solution is a new approach to customer care with the aim to improve end-user experience
  • Ericsson delivers a solution including consulting services, hardware and software platforms, systems integration services and training

TeliaSonera has selected an Ericsson (NASDAQ:ERIC) Customer Experience Management (CEM) solution based on the Customer Experience Assurance (CEA) offering. With this new solution, TeliaSonera will address subscribers' demand for high levels of service quality and user experience by proactively and more efficiently resolving customer experience issues with regards to network quality and customer support.. In addition, Ericsson's consultants and systems integrators will support the implementation with services such as business process refinement and systems integration.

A considerable share of subscriber churn can be attributed to perceived poor levels of experience from service providers. Ericsson studies reveal that consumers judge operators according to their standards of service and support, loyalty-building initiatives, and billing and payment services. Improved network performance is vital for ensuring subscriber loyalty among smartphone users, and provides operators with a significant competitive advantage.

Robert Puskaric, Head of Ericsson Region Northern Europe and Central Asia, says: "Addressing customers' needs and ensuring proactive customer care is one of the key business priorities for operators today. A satisfied user is generally less likely to switch operator, adding considerable competitive advantage and eventually leading to higher operator revenue. TeliaSonera will be able to take targeted actions to improve network quality and enhance customer experience."

The Customer Experience Management approach includes both reactive practices designed to handle particular network incidents or customer issues and resolve them in a timely manner, and proactive practices intended to prevent service quality deterioration so as to avoid users being affected.

"Delivering the highest quality to our customers when using our services and support is the heart of our operation" says Carl-Magnus Hallberg, Head of Mobility Technology Solutions at TeliaSonera. "We are proud to become one of the first operators to deploy this solution which provides an innovative tool for improving the quality of our services and networks as well as proactively enhancing the quality in our customer support."

Employing 16,000 Consulting and Systems Integration (CSI) professionals across the world, Ericsson delivers more than 1,500 CSI projects in multivendor and multi-technology environments to operators, enterprises, and national security and public safety organizations every year.

During Mobile World Congress 2014 in Barcelona, Spain, Ericsson is showing world-leading technology and service capabilities and innovations. We believe that anything that benefits from a connection will be connected, and we lead the way with solutions that drive the development in mobility, broadband and the cloud, creating the foundation for eco-systems and transformation across industries. We are your guide in the Networked Society.

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About TeliaSonera

TeliaSonera provides network access and telecommunication services in the Nordic and Baltic countries, the emerging markets of Eurasia, including Russia and Turkey, and in Spain. TeliaSonera helps people and companies communicate in an easy, efficient and environmentally friendly way. Our ambition is to be number one or two in all our markets, providing the best customer experience, high quality networks and cost efficient operations. TeliaSonera is also the leading European wholesale provider with a wholly-owned international carrier network. In 2012, net sales amounted to SEK 105 billion, EBITDA to SEK 36.1 billion and earnings per share to SEK 4.59. The TeliaSonera share is listed on NASDAQ OMX Stockholm and NASDAQ OMX Helsinki. Read more at www.teliasonera.com

About Ericsson Customer Experience Assurance

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Ericsson is a world-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 Information and Communications Technology for telecom operators and other industries. Today 40 percent of the world's mobile traffic goes through Ericsson networks and we support customers' networks servicing more than 2.5 billion subscribers. 

We are more than 110,000 people working with customers in more than 180 countries. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2013 the company's net sales were SEK 227.4 billion (USD 34.9 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges.

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