DNA and Ericsson boost customer experience in Finland

Finnish operator DNA has chosen Ericsson (NASDAQ: ERIC) to provide a Customer Experience Management (CEM) solution based on User Data Consolidation (UDC) for real-time data consolidation and exposure. This solution will enable DNA to resolve customer-care issues in a faster and more efficient way than was previously possible. As a result, the end-user experience will be greatly improved.

The DNA Customer Care center serves more than 3 million users - a high proportion of who are mobile broadband users who demand high standards of service quality and user experience. With the new solution, DNA benefits from reduced time per call and escalations to second-line support, which significantly enhances customer satisfaction and loyalty and reduces churn and opex.

"Delivering high-quality customer care is at the heart of our business," says Tommy Olenius, Vice President, Technology, DNA. "The implementation of this solution gives us the optimal tools to monitor the customer experience and to proactively make adjustments as issues arise."

Source: Ericsson News Room