Ericsson and MTN Group have jointly won the ‘Delivering Excellence in Customer Experience Award at AfricaCom 2019 in Cape Town, South Africa for Ericsson Customer Experience Program (ECEP) that was rolled out.
The ECEP is a proactive approach to improving customer experience by focusing on network performance improvements in operator 2G, 3G and LTE networks. During 2018 and 2019 the program was run in eight MTN OPCO networks Guinea Bissau, Liberia, Ghana, Benin, Nigeria, Cameroon, Rwanda and South Africa.
The objectives of the program are twofold:
- To provide operators with a SMART CAPEX recommendation based on a factual network evolution proposal aligned with operator budget cycle timeframe
- To provide insights and recommendations, with cluster-based implementation, in order to improve customer experience and network performance.
This award recognises a company or initiative that puts the customer first. It acknowledges those that contribute to enhancing the UX for consumers across the continent
AfricaCom is one of Africa’s largest telecoms and technology events and was attended by more than 15000 attendees, 450 speakers and 500 exhibitors. The awards celebrate the achievements of the best companies, solutions, products and personalities improving connectivity and driving Africa towards the Fourth Industrial Revolution.
An Ericsson Mobility Report article published on November 12th describes MTN’s structured and proactive approach to improving customer experience by connecting network performance improvements to customer satisfaction and ultimately commercial results.