Customer experience has become a powerful differentiator across a broad range of industries, and being able to proactively monitor and manage performance is a key competitive advantage. This is particularly true in the crowded telecommunications industry, where providers are competing on both service levels and customer care performance.
ICT solutions provider Huawei has longed served the telecom industry and understands the importance of being able to measure and map the customer experience. The company has chosen the Dynatrace suite of performance monitoring and management solutions to power its holistic ICT customer experience management (CEM) solution, which it touts as the first of its kind in the telecom sector.
The HUAWEI SmartCare offering combines capabilities from Dynatrace with Huawei technologies to let telecom operators measure and map the customer experience regardless of their IT environments and network architectures. The new solution utilizes a user-based model rather than network-based experience management, addressing the specific and increasingly demanding needs of today’s end users across a broad range of customer channels.
“Our solutions make enterprises truly proactive in how they manage and monitor each customer’s journey and adapt to changing behaviors, market trends and technology developments,” said Wayne Ju, regional director for Dynatrace Greater China. “These powerful and flexible capabilities make us the ideal partner for Huawei. This kind of granular, holistic customer detail will enable telco operators to survive and thrive in the digital economy.”
Dynatrace has had a busy and productive new year, last month announcing identity and access management (IAM) specialist SailPoint as a customer. The company is using the Dynatrace Ruxit system-level monitoring and application performance management capabilities to monitor its SaaS solution among its customer base. Ruxit easily integrates with AWS, which is where SailPoint’s IdentityNow solution is hosted.
NFVZone Contributing Editor
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